AccountId: 011433970860
ContactId: 2ed55bd7-5854-453f-a57d-4f87748a41c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112040 ms
Total Talk Time (AGENT): 61724 ms
Total Talk Time (CUSTOMER): 38732 ms
Interruptions: 1
Overall Sentiment: AGENT=2.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/2ed55bd7-5854-453f-a57d-4f87748a41c7_20250331T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII], and I have a, um, I'm going to the hospital on Thursday for a surgical procedure.
[CUSTOMER][NEUTRAL] And I already had to pay my deductible, so I need to put in that for my reimbursement.
[AGENT][NEUTRAL] OK, um, you can file a claim, [PII]. They can be done either online. We have a service center or claims can also be sent in, uh, via mail or you can fax them. Which do you think would be better for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Well if I could start it online today I'll go ahead and start it so where would I go?
[AGENT][NEUTRAL] Um, so our web address is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get to our web address, um, on the home page, you're gonna see on the right-hand side, top right, there's gonna be a link there that you can click that says sign in.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And once you click sign in you're gonna click then that you're a new user.
[AGENT][NEUTRAL] And then you'll click the top option which says I'm an individual with an APL insurance policy.
[CUSTOMER][NEUTRAL] in a location that we didn't open.
[AGENT][NEUTRAL] And then, and then it's gonna ask for like your name and some other information.
[CUSTOMER][POSITIVE] OK perfect great thank you.
[AGENT][POSITIVE] Yeah, not a problem. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a nice day.
[CUSTOMER][POSITIVE] If I have any other questions I'll give you a call thank you bye bye.
[AGENT][POSITIVE] OK. You're welcome. Bye-bye.