AccountId: 011433970860
ContactId: 5431903e-76f1-4970-b732-ed227f8e4768
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251470 ms
Total Talk Time (AGENT): 82302 ms
Total Talk Time (CUSTOMER): 130811 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/5431903e-76f1-4970-b732-ed227f8e4768_20250618T15:46_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, hi, I got a question. I had a policy with y'all, um, and I'm on my online portal because I used to use it from [PII].
[CUSTOMER][NEUTRAL] Um, is there any way you can still look at that policy and because I've, I've got a coverage or a claim that I should have submitted to y'all.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] And I didn't realize that I could have 956.
[CUSTOMER][NEUTRAL] 286.
[AGENT][NEUTRAL] OK. And what was your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then just need the verification of your address and email address.
[CUSTOMER][NEUTRAL] It's [PII], and it should be a [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] If not a [PII].
[AGENT][NEUTRAL] Yeah, it looks like we had your work email. And was this a claim for yourself or um one of your family members?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, no, it was for myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And had you um submitted it yet or you were checking to see on uh getting it submitted?
[CUSTOMER][NEUTRAL] No, I was checking, yeah, I was checking to see if that still could have been or can be submitted.
[CUSTOMER][NEUTRAL] Because like I said, I mean, I had you from [PII] but and the thing was is that it happened in [PII].
[AGENT][NEUTRAL] Yes, uh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And so I just wanted to make sure, I mean, I still have all the documentation because it was a big procedure done and so I just wanted to make sure that that was something that I could still, you know, submit to y'all.
[AGENT][POSITIVE] Yes, absolutely. There's no timely filing limit so you can file anytime um with the required information, yep.
[CUSTOMER][NEUTRAL] OK and um can I still just like do that online like I used to?
[AGENT][NEUTRAL] Um, so, so you don't have an active account anymore and we have actually recently upgraded our website, so you won't be able to log in anymore. Um, it, it's only it's only for active accounts, um, I can send you the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well that's weird because.
[CUSTOMER][POSITIVE] Um, because it was, it was, I was able to do the dashboard or get your new dashboard.
[AGENT][NEUTRAL] OK, you, you did create a new account?
[CUSTOMER][NEUTRAL] It, it just shows [PII] has my like a policy number says of course it lapsed um view policy details view your ID card, you know, it's got like resource center my policy it just shows that of course that it had elapsed because we, you know, went to a different one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] And I wish we were still with y'all to give you God honest truth.
[CUSTOMER][NEUTRAL] I work for a school district.
[AGENT][NEUTRAL] OK, so you were, you are on the.
[CUSTOMER][NEUTRAL] And it and actually now that I'm looking to.
[AGENT][NEUTRAL] Uh, are you on the secure side?
[CUSTOMER][NEUTRAL] It shows um where you can start a claim.
[AGENT][NEUTRAL] OK, yeah, that's
[CUSTOMER][NEUTRAL] I'm sorry, we just can't
[AGENT][NEUTRAL] Uh, [PII], is that what you're on?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, I think in the past our portal didn't allow that, but it must now if you were able to successfully create your account. So yes, you would go to start your claim. It would be a traditional claim, and then from there you can upload the documents that you have.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let's see next step traditional claim. OK, and policy information, supporting documents claim form, OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I will do that then.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today, [PII]?
[CUSTOMER][NEGATIVE] No thank you appreciate it.
[AGENT][POSITIVE] Hey thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] Mhm bye.