AccountId: 011433970860
ContactId: 3f1321ab-8d82-486b-b3fa-780885f028ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 442470 ms
Total Talk Time (AGENT): 219644 ms
Total Talk Time (CUSTOMER): 215519 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/3f1321ab-8d82-486b-b3fa-780885f028ed_20250217T16:42_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, um, I, I, I'm calling because I need to put in a claim and, um, you know, um, I guess you need to find me first, right?
[AGENT][NEUTRAL] Um, you've got a few different options as far as filing claims are concerned. Um, I can get your policy pulled up and help you out with that. Um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is, OK.
[AGENT][POSITIVE] And then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. OK.
[AGENT][NEUTRAL] Alright, [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Last thing I need is the email address we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information. OK, so it looks like you had a few policies with us, none of them are currently active. Um, you had an accident policy, a critical illness, and a disability policy. Um, they all did terminate [PII].
[CUSTOMER][NEUTRAL] Yes, because colonial took over. Now, my, you know, I'm putting in for something that happened in [PII], before colonial took over, so.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] For which, which policy?
[CUSTOMER][NEUTRAL] So is there a way?
[AGENT][NEUTRAL] Yeah, of course you can still call that time.
[CUSTOMER][NEGATIVE] The, the short term, the, the short term disability. I didn't realize, uh, yeah, like I totally did not dawn on me, you know, um, I had a bunion surgery in [PII], and um I don't know, it just didn't even what it is is with my job, I have to exhaust my sick time.
[AGENT][NEUTRAL] Gotcha, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I guess I thought they were connected and that's why I really didn't think I could put in for it. So anyway, so then I went and found out and got paid with colonial for this surgery that I just had [PII], but I just found out at this moment before calling you that they took over in September, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, yes, OK, OK, I completely understand. All right, so again you do have a few different options for filing claims um as it's no longer active, you were not able to do it through our online portal um but I do have a mailing address and if you need um I can send you a copy of the claim form that you would need.
[AGENT][NEUTRAL] Did you want me to send that to you?
[CUSTOMER][NEGATIVE] Yeah, uh, is there any way you can, are you able to fax it? Am, am I able to get this to you faster than mail? Like I mean maybe overnight because, um, [PII] will be a year and I'm just scared that if I'm gonna get covered I need to hurry. I didn't know, uh, like I said, I'm just trying.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, yeah, no you're perfectly fine, of course, um, do you have access to a fax machine?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I, I can give you a fax number.
[AGENT][NEUTRAL] OK, let's see, I can fax you this, uh, form, and then I can give you our fax number, um, once you complete it and you can send it right back to us through via fax.
[AGENT][NEUTRAL] So what was that fax number for you?
[CUSTOMER][NEUTRAL] OK, so you'll send me a box and I sign it and then you send me the forms?
[AGENT][NEUTRAL] If that's easier for you, um, I can send you the uh forms uh through email or fax, whatever you would prefer, and then you can send it back to us.
[CUSTOMER][NEUTRAL] Is that how
[CUSTOMER][NEUTRAL] Oh yeah, you can send them to my, yeah, email is fine. Uh-huh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, OK, so the this.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The Gmail account that we've got for you?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK alrighty and then to send it back to us of course it would have to be completely filled out there's a a portion for you and then the physician uh would have to fill out a specific uh portion of the statement as well, OK, um, and so once we have that you can fax it back to us, so let me know when you're ready and I can give you that fax number.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll take it.
[AGENT][NEUTRAL] OK, it is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that would just be attention claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that sent to you right now, yeah, go.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, OK. Um, I can, I can look and see. I mean, I don't know how long it'll take, but I was gonna see if once you send it to see if I get it.
[AGENT][NEUTRAL] Oh sure yeah if you'd like to stay on the phone um to verify that you've received it, you mean?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is that OK? Let's see if it it works. I don't know. OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] No, no, that's OK, um, I just know that sometimes it can take, uh, it can take a little bit depending on, um, the emails I know sometimes it could take about 20 minutes or so.
[AGENT][POSITIVE] That's perfectly fine
[CUSTOMER][NEUTRAL] OK, well, um, so if, if something were to happen that it doesn't come through, um, I call this number back and then, and then.
[AGENT][NEUTRAL] You just give us a call right back.
[AGENT][POSITIVE] Yeah, that's perfectly fine.
[CUSTOMER][NEUTRAL] And then what do I do? Just go through the call like this or do I uh.
[CUSTOMER][NEGATIVE] Do I, it doesn't make it faster if I know anything or just the same way they'll look at me, they'll look me up.
[AGENT][POSITIVE] Um, I can definitely give you.
[AGENT][NEUTRAL] Yeah, I can give you your um the policy number uh let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Alrighty, it is 02.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] 362 4.
[CUSTOMER][POSITIVE] OK, thank you so much. So yeah, I'll just, I'll be looking for it. I'm actually ready to go and print it and get it done, you know, and try to get, get this done, you know.
[AGENT][NEUTRAL] All right, of course.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, hopefully it doesn't take too long um let's see I did just send it so hopefully it doesn't take too awful long um I'd give it, you know, like I said I'd give it about 20 minutes or so um if you haven't received it by then definitely give us a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um just verifying you sent it to, to [PII]. Oh, I got it. I just got it. Yeah.
[AGENT][NEUTRAL] All right, was there anything else?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] [PII]. Yeah. Oh yeah, awesome. OK. Well, that works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, perfect. I'm gonna go get it for.
[AGENT][NEUTRAL] Alright. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] All right, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.