AccountId: 011433970860
ContactId: 5eab4b88-0ca2-4ceb-9e61-b6a956f65fe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289890 ms
Total Talk Time (AGENT): 96288 ms
Total Talk Time (CUSTOMER): 209286 ms
Interruptions: 5
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/5eab4b88-0ca2-4ceb-9e61-b6a956f65fe9_20250210T17:42_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, I am calling to just find out if there's another way to file a claim other than by faxing it to you. So I, we've had this insurance for a long time and we did, we have filed on it before. I just, I no longer work, so I don't have access to fax things.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, you know, conveniently, so I was like I've been trying to find it online, but it doesn't look like there's anything available.
[AGENT][NEUTRAL] OK, I can verify that for you. Uh, your name is, I'm sorry.
[CUSTOMER][NEUTRAL] It's [PII], and do you want my policy number? Uh, that would be helpful. It's um 716,260 and that's under my husband that's [PII], and he's actually here with me if you need to verify anything.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me one moment. And Miss [PII], verify your date of birth and the mailing address, please.
[CUSTOMER][NEUTRAL] It, so it is [PII].
[CUSTOMER][NEUTRAL] And we have um a new address. It it may or may not be. We moved 5 years ago and it's been over 5 years since I filed any of my stuff. So it was [PII] Divine, but we live at um [PII] now and that's [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. I'm sorry [PII].
[AGENT][NEUTRAL] No, you're fine. Uh, that's the dress I show, um.
[CUSTOMER][NEUTRAL] OK, perfect. We just haven't been able, I don't like I said, I, I haven't worked in several years and I stayed at home and keep the grandkids. I'm like I had access to a fax conveniently and I know I can run the staples or something, but I was like, well, I could go ahead and figure it out.
[AGENT][NEUTRAL] OK. Um, and we do have an online service center, um, to where you can submit claims or you can mail it. So it's either by the OS online service center email or not email, mail or fax. And it looks like your husband has set up on there, so, uh, it is available.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so all I need to do is just go on there and submit it looks like I have one here in my hand that maybe I faxed to you. Can you tell me the last one that I've done with y'all? Was it, was it from [PII] or was it before that currently?
[AGENT][NEUTRAL] Um, it looks, um, I see 1 [PII]. Is this for wellness preventative?
[CUSTOMER][NEUTRAL] Do you, can you?
[CUSTOMER][POSITIVE] Yes, uh huh, wellness, yes, yes.
[AGENT][NEUTRAL] Uh, yes, ma'am. I see one for uh [PII], [PII]. Mhm.
[CUSTOMER][POSITIVE] OK perfect OK perfect so that was the last one that I did. I'm trying to get that because I can actually go back and do that. We didn't even know we had like a wellness plan until he got sick with cancer and when we did the cancer claim back in [PII], they were like, oh yeah, and so I got a print off from my doctor and lo and behold, you know, we got back payment for our wellness checks because we were unaware that.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, if you're not really there when the guys go over things in their meetings, you don't know everything.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] But we found out after the fact and so I just need to file from [PII] on it sounds like, which, which is nice that we can do that but um.
[AGENT][NEUTRAL] Oh, yes, ma'am. And I'll say this on the online service center, uh, you don't need to actually fill out a claim form. Uh, they do have it now to where you can, um,
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get onto the site, follow, it should have something that says file a wellness claim and just follow the prompts, they'll ask for the date and everything, and you'll be able to submit that way.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So is the website, is it the [PII]? Is that where I go to look or is it under?
[AGENT][NEUTRAL] Uh, is that [PII]?
[CUSTOMER][NEUTRAL] Oh, OK, so I don't have any of that unless he has it anywhere you said secured, is that what you said secured? OK, let me, let me jot that down right let me.
[AGENT][POSITIVE] Mhm. Yes, ma'am. Secured.
[CUSTOMER][NEUTRAL] Let me jot that down real quick because I don't have that and I wanna make sure that I know where to go secured.
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], go ahead, I'm sorry.
[AGENT][NEUTRAL] No, you're fine. uh [PII].
[CUSTOMER][POSITIVE] OK, thank you. I appreciate your time so much. OK. Bye-bye.
[AGENT][POSITIVE] You are welcome. Yes, ma'am.
[AGENT][POSITIVE] Bye. Thanks for calling APL, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye.