AccountId: 011433970860
ContactId: 64a635ec-b622-4a17-8f10-3b75d59933e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102360 ms
Total Talk Time (AGENT): 47298 ms
Total Talk Time (CUSTOMER): 64690 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/64a635ec-b622-4a17-8f10-3b75d59933e4_20250320T20:33_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, uh, this is [PII] and I'm a broker with you. And I just have a question. One of my policyholders is trying to file a claim on hospital indemnity, and I had suggested that they may want to go, uh, set up an online account, but she said there's no place to file anything other than wellness on the hospital indemnity. Is that correct?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, Ms. [PII], uh, what they need to do is press where it says upload files. That's the same thing as, um, as filing a claim.
[CUSTOMER][NEUTRAL] Oh, OK, so they just press upload files. Um, OK. And, and, uh, see, I've never been in that side. I go on the broker's side. So where is it in there when I tell her, uh, it's just when she first gets in there where it says upload files, that's where you do it.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Mhm. Yes, that's correct.
[CUSTOMER][NEUTRAL] It does she need a claim form?
[AGENT][NEUTRAL] Um, yeah, she's gonna need a claim form. Um, so she just needs to get the regular claim form. If she can fill it out electronically, she can and just go ahead and upload it like that. If not, she will have to print it out and then, you know, scan it in. But yeah, she needs the claim form in the itemized field. Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so to me, OK, I, she, she knew the itemized spell, but I just wasn't sure how it works. OK, sounds good. I'll just have her give you a call if she has any other questions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, no problem. Is there anything else, [PII]?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] No, that's it. Thanks so much. OK.
[AGENT][POSITIVE] You're welcome. Have a good afternoon.
[CUSTOMER][NEUTRAL] Oh, OK, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.