AccountId: 011433970860
ContactId: 4083fc88-837a-469b-9df5-f5746eaa52c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163179 ms
Total Talk Time (AGENT): 75024 ms
Total Talk Time (CUSTOMER): 48351 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/4083fc88-837a-469b-9df5-f5746eaa52c0_20250207T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. That's [PII]. Um, I would like to file a claim for my critical illness and I've never done anything before, so I'm not sure where to start.
[AGENT][NEUTRAL] OK, yeah, absolutely, [PII], happy to help. So, um, claims can be submitted. We have an online service center like a portal you can do it online or you can send them to us in the mail or you can fax them. So really you have a couple different options what.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I'll be mailing them. I'll be mailing them, so do I go to that PO box in [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, that is correct, yep.
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][NEUTRAL] Yes, ma'am. Yup, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And what do I do? Do I just send all the paperwork and the payment receipt that I received from the doctor's office?
[AGENT][NEUTRAL] Yes, but we need to get you a claim form and I can send that to you if you'd like me to.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][POSITIVE] Oh, thank you. Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you said it's for critical illness?
[AGENT][NEUTRAL] [PII], was that the type of plan that you have is a critical illness?
[AGENT][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] I'm right here.
[AGENT][NEUTRAL] Oh, OK, sorry, I didn't hear you.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Um, so I just need to get an email address from you please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so I am emailing you this, um, claim form, so you just need to submit that with your documentation. Page one that you get is gonna be complete instructions as far as what needs to be included with the claim form when you send that back to us via mail.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][NEUTRAL] OK. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, I don't. I'll wait for the form and then I'll follow the directions.
[AGENT][POSITIVE] OK, sounds good thanks for calling [PII] have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye-bye.