AccountId: 011433970860
ContactId: 52b30fa8-2cca-4891-8f8f-46cef761661c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284769 ms
Total Talk Time (AGENT): 77223 ms
Total Talk Time (CUSTOMER): 123974 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/52b30fa8-2cca-4891-8f8f-46cef761661c_20250430T19:17_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I was calling to find out a few things, um.
[CUSTOMER][NEUTRAL] The first thing was that, so.
[CUSTOMER][NEUTRAL] Honestly speaking, I, I kinda almost forgot that I even had
[CUSTOMER][NEUTRAL] The supplemental insurance.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you know, like the, it comes out of my job, like the check comes out, but I hadn't been really like
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Paying attention, I guess. And so a couple of things have happened this year and I haven't filed any claims for them because I kind of forgot that I had the insurance and I'm sitting here at my desk. I'm a school teacher. It's the end of the year, we're like cleaning out. And I did a claim back in uh [PII]. So I saw the paperwork for the claim and I'm like, hey.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I probably could have put a claim in for some other things that happened. I'm calling to find out what's the uh cut-off date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like after an accident. Um, so my, my question is in reference to accidental insurance.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've had 3 things that happened this year that I could think about.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, I think I, I think I know what your question is, but let me have the policy number and let me have your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, the policy number is 218.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 4486
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And a good call back number would be [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII]. My address is [PII] and my email address is my first name and my maiden name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. All right. And let me look at the policy really quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you had this policy since [PII] and um we don't have timely filing limits, so if you have any claims that you need to send, you can go ahead and send them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then can you double check um
[CUSTOMER][NEUTRAL] I know that myself and my spouse is covered. Do I just have myself and my spouse, or do I have uh family for accidental?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] This is a family plan.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] And uh the requirements to submit the claim, what is it that I need to sign in?
[AGENT][NEUTRAL] OK, so you're gonna need the claim form, the claim form, you can find it on our website at [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And together with the claim form, we need the itemized bill.
[CUSTOMER][NEUTRAL] And those are the only two things that I have to do right now.
[AGENT][NEUTRAL] Yes, that's all you need to send to start a claim. It's just an itemized bill with the diagnosis codes and procedure codes and the claim form.
[CUSTOMER][NEUTRAL] Wait, I'm sorry, say that again.
[AGENT][NEUTRAL] Itemized bill.
[CUSTOMER][NEUTRAL] The atomized bill with what?
[AGENT][NEUTRAL] With, with diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] In the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] No.