AccountId: 011433970860
ContactId: 63729a6f-f5ca-405b-a431-e0157e84c3f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421559 ms
Total Talk Time (AGENT): 189877 ms
Total Talk Time (CUSTOMER): 160748 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/63729a6f-f5ca-405b-a431-e0157e84c3f0_20250409T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was trying to see if I could get a, um, another accident claim form for statement of insured the doctor has to fill out, um.
[CUSTOMER][NEUTRAL] What is it called? A attending physician statement.
[CUSTOMER][NEUTRAL] I filled it out on accident and I have no idea where my email is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK. So are you the insured and you're just needing to get another copy of an accident claim form, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then [PII]'s policy number?
[CUSTOMER][NEUTRAL] Um, the accidental accidental policy is 236-614-81.
[AGENT][NEUTRAL] OK, start over again.
[CUSTOMER][NEUTRAL] 2361481
[AGENT][NEUTRAL] 236
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thanks to get your information pulled up please.
[CUSTOMER][NEUTRAL] 14
[CUSTOMER][NEUTRAL] 81
[AGENT][NEUTRAL] Mhm. Yes, ma'am. OK, thank you. Give me a moment, please.
[AGENT][NEUTRAL] And I will need to verify several things with you for.
[AGENT][NEUTRAL] You could first please verify the primary insured's name and date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII] and then mine's [PII].
[AGENT][POSITIVE] OK, thank you. Also the home mailing address for you all.
[CUSTOMER][NEUTRAL] Um, we just moved. I don't know which one you're at [PII].
[CUSTOMER][NEUTRAL] Is that the one that you have now?
[AGENT][NEUTRAL] And go ahead with the city, state, and ZIP for that address.
[CUSTOMER][NEUTRAL] A town in [PII].
[AGENT][NEUTRAL] OK, thank you and the phone number we would have on file for your husband?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you know his email address?
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] OK, so we do show the first one on file. Now that's all of the information is separate that I'll need to verify. Thank you for verifying all of that. Are you able to
[CUSTOMER][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] Um, access the Internet and print directly from the site because I can give you that web address. OK, alright, so if you will go to.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]. Sure, yeah, mhm, sure.
[CUSTOMER][NEUTRAL] Hold on one second, let me, let me get hold on.
[CUSTOMER][NEUTRAL] Let me get on a new browser. Let me turn this off so I can hear.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh sorry, I took a picture of it instead.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] You're fine. OK, so go to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And just let me know when that page pulls up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Claims and forms.
[AGENT][NEUTRAL] OK, do you see at the top? Uh-huh, click there, scroll down the page.
[AGENT][NEUTRAL] And about middle ways down it starts listing different forms.
[AGENT][NEUTRAL] The accident claim form should be the first one you see. A blue button out to the right that says download form.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And if you will just click there it should open up with the all the instructions on page one in the claim form.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we can
[CUSTOMER][NEUTRAL] And can you tell me what I think this is all I need. Can you tell me what I need? I mean, and I guess I'll need.
[CUSTOMER][NEGATIVE] I don't know. I, I've gone back to physical therapy because they let me go while my until my pain subsided and then I had to go back.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I don't, and I've gone back to the doctor and gotten cortisone shots and all that so I don't know what I need to do to, what do I need to keep to do this and keep going and.
[CUSTOMER][NEUTRAL] What I need to provide basically I guess.
[AGENT][NEUTRAL] OK, so if you will notice on your on that accident.
[AGENT][NEUTRAL] Pla form, page one has all of
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Page, I'm sorry if we have a bad connection. Page one has all of the instructions as far as.
[AGENT][NEUTRAL] What sections in the claim form need to be commit excuse me, completed by whom? And then also depending, you know, on the cir.
[CUSTOMER][NEUTRAL] On what?
[AGENT][NEUTRAL] Circumstances as to the additional information on page one of the claim form.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It has instructions for the insured patient.
[AGENT][NEUTRAL] And it's got bullet points.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So depending upon what the circumstances are as to what you would need.
[AGENT][NEUTRAL] To submit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you can use that as a, as a checklist if you will.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else, Ms. [PII] that I can help you with at the moment?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Let me ask you something else, so.
[CUSTOMER][NEUTRAL] When I first did this and first filed all this, do I need to do I need the.
[CUSTOMER][NEUTRAL] Original doctor that I went to because I didn't go, they, she sent me to physical therapy.
[CUSTOMER][NEUTRAL] First.
[CUSTOMER][NEUTRAL] And I did physical therapy for a while and then it didn't get any better so then she sent me to a shoulder specialist. So do I need to start with her information, put her step information on there?
[CUSTOMER][NEUTRAL] And do the I guess I need to do.
[AGENT][POSITIVE] Uh, you would need, yes, whoever has been, yes, for the initial, mhm, from the time of your accident. Yes, you would. Mhm. Yes, ma'am. All right. Well, you're welcome. So again, thank you for calling APL and I hope you have a very nice day.
[CUSTOMER][POSITIVE] OK, alright, OK, thank you.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, Ms. Hi, bye bye.