AccountId: 011433970860
ContactId: 4a0dbc3f-cefb-4cb7-b41b-6fbfcc4d9404
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 576039 ms
Total Talk Time (AGENT): 215898 ms
Total Talk Time (CUSTOMER): 184398 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/4a0dbc3f-cefb-4cb7-b41b-6fbfcc4d9404_20250217T22:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Yeah, I am trying to figure out what we need to do to file a claim. We were trying to go online and do it and um we are not having very much success.
[CUSTOMER][NEUTRAL] Um, I do have the policy number I can give you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For sure. Um, may I have your name and a callback number just in case we get disconnected first?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and my phone number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] Yes, I'm, I'm looking for it. Give me just a second. I got all these papers.
[AGENT][POSITIVE] OK, sure, yes, take your time, sure.
[CUSTOMER][NEUTRAL] Next up.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] OK, policy number is 23473.
[CUSTOMER][NEUTRAL] And it's for [PII].
[AGENT][NEUTRAL] 23473, is it a group, that's the group number or is it the
[CUSTOMER][NEUTRAL] It says, it says policy number.
[CUSTOMER][NEUTRAL] 23473
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, it's a little bit too short. Um.
[CUSTOMER][NEUTRAL] OK, pause right for a minute.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give you her social?
[AGENT][NEUTRAL] OK. Bear with me just a second. Let me pull another system where I can use that.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] OK, her social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the name on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And they say cancel the policy.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEGATIVE] Well they can cancel it because they they don't pay for it.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And Ms. [PII], um, what is your relationship?
[CUSTOMER][NEUTRAL] I'm, I'm her husband. [PII]. This, this is [PII]. This is [PII]'s husband.
[CUSTOMER][POSITIVE] And [PII] is helping me get through all this insurance stuff because I don't know what I'm doing on it, so she's helping me get through all, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, so you're authorizing her to get that information and for her to file the claim. OK. May I have your date of birth, Miss [PII]?
[CUSTOMER][POSITIVE] Yes ma'am, yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, mine is [PII].
[AGENT][NEUTRAL] OK. And I need to verify the mailing address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And let's see.
[AGENT][NEUTRAL] OK, so this will be the first claim uh that is filed under this policy.
[CUSTOMER][NEUTRAL] I'm, I'm assuming I don't think we follow anything. She never, [PII] didn't do a whole lot of that type of stuff, and neither did I. That's why we're, that's why I've got [PII] over helping me because I don't know what we're doing, and she didn't either, and she got sick and she just, she didn't really worry about it.
[AGENT][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, um, so, um, the first thing we're gonna need, um, we have a claim form, um, the claim form you can find it on our website at [PII]. I'm not sure if you already have that or not, um.
[CUSTOMER][NEUTRAL] I, I've got it pulled up right now.
[AGENT][NEUTRAL] OK, so you have the claim form. On the first page, you're gonna see instructions on what documents you need to send in, which is uh the pathology report and any itemized bills. Um, if you're trying to register online, let me see if I can get you register. Sure one moment.
[CUSTOMER][NEUTRAL] Yeah, I was trying to do it online so I could just do it for him and do it real quickly and I could because I could scan everything in and upload it on y'all's website.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can you verify the email address we have on file?
[CUSTOMER][NEUTRAL] It probably is [PII].
[AGENT][NEUTRAL] No. It's gonna be working now.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Is it hurt you can grow.
[CUSTOMER][NEUTRAL] Is it, is it one that has uh U.edu on it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's her it's a [PII] one. I don't know it. I don't either, uh.
[CUSTOMER][NEUTRAL] I can email Miss [PII] or do you have Miss [PII]'s phone number? Yeah, hold on a second, actually.
[CUSTOMER][NEUTRAL] Actually, you know, I think I do the small.
[CUSTOMER][NEUTRAL] Uh, yeah, you can get her email address.
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] Go to contacts and type in more.
[CUSTOMER][NEUTRAL] [PII]. Yes, [PII].
[CUSTOMER][NEUTRAL] You call. Yes.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] I got, I got it. It's, it's uh [PII].
[AGENT][NEUTRAL] Mm, OK. And um Miss [PII] is not available, is she?
[CUSTOMER][NEUTRAL] She is not available now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK bear with me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Does Mr. [PII] have like a power of attorney?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK. All right. um, yeah, in order to make changes to the policy or for you to register, we will have to just go ahead and get it set up and we're gonna need her permission. So since she cannot um give us the permission, you need to send a copy of the power of attorney so we can go ahead and make changes with you, OK? Um, so that's gonna be the first step, um, for that, you will have to send it over to us. You can send it by email, um, the email address.
[AGENT][NEUTRAL] Is um [PII].
[CUSTOMER][NEUTRAL] Hold on, say that one more time for me. What was the email address?
[AGENT][POSITIVE] Sure [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's where I need to send the power of attorney to correct?
[AGENT][NEUTRAL] Yes, that's where you need to send the power of attorney. Then once we receive the power of attorney, then we can go ahead and and get you set up for the online service center. But right now we're gonna need that power of attorney to, to make any changes to the policy. Um, so right now the only option you have will be either by fax or mail if you want to just start that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If not, um, once we receive that information, then you can go ahead and set up, set up an account online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, he's, he's gonna email it to me right quick and then I'll send it over to you guys, um, and then we'll, I guess we'll just have to call y'all back or can you wait a minute and I can he's getting it right now.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh, it doesn't come to me. It goes to another department that department needs to review it and put it in the system, so it takes some time. It will take 24 to 48 hours to be imaged into the system.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][POSITIVE] So, yeah. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's it I appreciate it.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling ATO. Have a good day.
[CUSTOMER][NEUTRAL] You too.