AccountId: 011433970860
ContactId: 4a4fb623-851c-4b92-903e-2278a897ad4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214860 ms
Total Talk Time (AGENT): 83321 ms
Total Talk Time (CUSTOMER): 71493 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/4a4fb623-851c-4b92-903e-2278a897ad4e_20250606T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I had called earlier that was been a few weeks. I wanna make a claim and they were supposed to send me out a form, but I haven't received it yet.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's um
[CUSTOMER][NEUTRAL] 01800583
[AGENT][NEUTRAL] And can I get your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then can you verify your address and your email address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, my email is [PII].
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just wanna make sure.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] So you're just needing the form for Medlink, is that right?
[CUSTOMER][NEUTRAL] Yes, to get my um reimbursement, I've met my deductible.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can send it through email or if you want to go to our site, you can print it off there, um, whatever is easiest for you.
[CUSTOMER][NEUTRAL] Um, she was gonna mail it to me.
[AGENT][NEUTRAL] OK, I can mail it too. I just didn't know if you have access to a printer. I can email it or um it can be downloaded from our uh uh website.
[AGENT][NEUTRAL] But I can mail it.
[CUSTOMER][NEUTRAL] Um, yeah, just mail it, that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um have you created an online account? um documents can also be uploaded there.
[CUSTOMER][NEUTRAL] No, I have not. How do I do that?
[AGENT][NEUTRAL] Um, so if you go to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You can create your OSC account.
[AGENT][NEUTRAL] And from there, it's, you don't have to fill out a form, you can just simply upload your documents directly to our portal.
[AGENT][NEUTRAL] And then we can get the claims processed for you.
[CUSTOMER][NEUTRAL] OK, I'm just really not good at doing all that stuff. That's why I just usually just.
[AGENT][NEUTRAL] OK, yeah, I understand.
[AGENT][NEUTRAL] Sure, I understand.
[CUSTOMER][NEUTRAL] Can you give me that um secure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, but yeah, if you would just put that in the mail and then I'll try to get on here and see if I can get someone to help me.
[AGENT][POSITIVE] OK, yeah, absolutely. I'll get that in the mail today. Just give it a few working days and you should receive it, OK?
[CUSTOMER][POSITIVE] OK, I appreciate your help. Thank you.
[AGENT][NEUTRAL] OK, anything else I can help with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.