AccountId: 011433970860
ContactId: 2efde55f-9c32-4e91-ac4e-4d9c40924402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330510 ms
Total Talk Time (AGENT): 204615 ms
Total Talk Time (CUSTOMER): 81254 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/2efde55f-9c32-4e91-ac4e-4d9c40924402_20250415T14:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII], and I was calling to place a claim.
[AGENT][NEUTRAL] OK, you're just needing help uh filing a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, I can help you out with that. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] No, no, ma'am, I do not.
[AGENT][NEUTRAL] OK, uh, I can start using your social.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, one moment please.
[AGENT][NEUTRAL] All right. [PII] I'm just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and happy almost birthday. And then uh what was your um mailing address, please?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address that we've got on file for you. Looks like it's a Yahoo account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Awesome, thank you for verifying all of that, [PII]. OK, so you have an accident policy with us and a short term disability policy. Uh, which one were we needing to file a claim for?
[CUSTOMER][NEUTRAL] That the accident.
[AGENT][NEUTRAL] Accident? OK.
[AGENT][NEUTRAL] All right, so we've got a few different ways that you can file a claim with us um first though, I will let you know the information that we need to file claims just let me know when you're ready if you wanted to write it down or something.
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Go ahead.
[AGENT][NEUTRAL] OK, so we need the um itemized statement.
[AGENT][NEUTRAL] From wherever you went for treat uh after the accident?
[AGENT][NEUTRAL] And that itemized statement has to show diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And of course, you can get that from whatever facility you went to for treatment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have access to a desktop or a laptop computer, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, not at the moment.
[AGENT][NEUTRAL] OK, well it doesn't have to be right now. OK, awesome yeah um the reason I ask is uh typically the uh quickest and easiest way to get claim information to us is going to be through our online portal uh it currently does not have support for mobile devices like phones or tablets so it would have to.
[CUSTOMER][POSITIVE] But yes, I do.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Be done on a desktop or a laptop, um, if you create an account there you can simply upload that information. It gets to us almost immediately and then from there it can take about 7 to 10 business days uh for claim information to process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, I just need a statement or a bill or something, or then, see what it is, I went to the doctor, but I have to go, have to have further treatment to really find out the, what's going on cause I'm still in pain.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So, uh.
[AGENT][NEUTRAL] So it's completely up to you. There's no timely filing limit so if you'd rather wait um and then until you get all of those um statements uh after you've received all of the treatment they determined exactly what was wrong and of course what has to be done to help uh you can just.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Upload it all at once, whatever is easier for you we do have to of course know what the problem is and what they did so if they're still waiting to determine that um probably be best to wait otherwise you know the claim might get denied with insufficient information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] Alright, and then, uh, from that point if you need assistance helping, uh, with, um, well let me go ahead and give you our web address as well, uh, just so that you can create an account whenever you're ready.
[CUSTOMER][NEUTRAL] Alright, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's the word [PII].
[CUSTOMER][NEUTRAL] What is.
[AGENT][NEUTRAL] It's [PII]. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the word [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] So secured. [PII].
[AGENT][NEUTRAL] And all of the information that we verified including that same Yahoo account, uh, that would be what you enter to create your account. It does have to match what we have in our system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then of course whenever you actually get to do all this if you need further assistance don't hesitate to give us a call we can help you out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Alright, that'll look back.
[CUSTOMER][POSITIVE] No, ma'am, that'll be all. Thank you so much.
[AGENT][POSITIVE] Alright, well, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you, bye bye.