AccountId: 011433970860
ContactId: 610006ba-81cc-4766-aa98-4d571858037a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210919 ms
Total Talk Time (AGENT): 76890 ms
Total Talk Time (CUSTOMER): 97178 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/610006ba-81cc-4766-aa98-4d571858037a_20250227T18:43_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling Ail's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team. I've got um Miss [PII] on the phone and her policy number is 254-8800.
[CUSTOMER][NEUTRAL] Her callback number is the one that she's calling from.
[CUSTOMER][NEUTRAL] And she's calling about claim number 356-532-7.
[CUSTOMER][NEUTRAL] The remarks only state that additional information is needed but it doesn't say what is needed and she needs to speak to somebody.
[AGENT][NEUTRAL] You said 356-532-7?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, you can go ahead and send it through.
[CUSTOMER][POSITIVE] OK, thank you. Mm bye bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Good afternoon. Thanks for calling A Pillows [PII]. Am I speaking with Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, the rep said that you had a question um about a claim to see what information was needed.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so let me go ahead and pull up that claim and I can take a look to see what um they're requesting. One second.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so we sent the form out um when we process the claim, um, and excuse me, you would just complete that and sign it and send it back to us.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you email it to me?
[AGENT][NEUTRAL] No, ma'am, we sent it in the mail because we just processed the claim on Tuesday and so once you receive that claim response, um, that you'll be, there should be um there should also be a form that you would need to fill out and sign and send back to us.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, OK, so I'm gonna get something in the mail.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and then I filled that out and then do I need to send it back in the mail or can I scan it and email it?
[AGENT][NEUTRAL] Um, you can either fax it to us, you can mail it to us, or if you have access to the online portal, you can upload it to the online portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we can't accept email.
[CUSTOMER][NEUTRAL] I think I do have one.
[CUSTOMER][NEUTRAL] OK, so, uh, online portal like if I go into my APL account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I can upload it there. OK. I'm yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Upload.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you very much. And do you know when did you mail it so I know when to expect it?
[AGENT][NEUTRAL] It went out on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, so it's probably gonna take a couple of days, so, OK, alright.
[AGENT][NEUTRAL] Hi, Ms. [PII], was there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] I will be looking for.
[CUSTOMER][NEUTRAL] That's it, because it says, I mean, I just got a message that says that it was processed, but when I went into my account that I couldn't see anything, so I didn't understand, so that's why I was calling.
[AGENT][POSITIVE] Oh, that's no problem, Ms. [PII]. Um, well, thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] You too. Thank you, ma'am.
[AGENT][NEUTRAL] Uh-huh. Bye.
[CUSTOMER][NEUTRAL] Bye bye bye.