AccountId: 011433970860
ContactId: 6927d25c-367d-423d-89ec-406307776aed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 421890 ms
Total Talk Time (AGENT): 177267 ms
Total Talk Time (CUSTOMER): 197739 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/6927d25c-367d-423d-89ec-406307776aed_20250326T22:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. Um,
[CUSTOMER][NEUTRAL] I'm, I'm filing some claims.
[CUSTOMER][NEUTRAL] And I wanted to get y'all fax number because I'm not gonna be able to scan them to you all, so I wanted to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I can help you with that. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] OK. What is it?
[CUSTOMER][NEUTRAL] OK, my name is [PII].
[CUSTOMER][NEUTRAL] And let's see, do I have my card for my policy number?
[CUSTOMER][NEUTRAL] Wait a second.
[AGENT][NEUTRAL] I can um look it up with your social if you want to give that to me, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, because I can't find the card as usual, um, oh here we go, here we go I found the card, the policy number is 0.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 01767275
[AGENT][NEUTRAL] OK, let me look up your policy real quick that way I can make sure I put a good note in there that you're wanting to fax in some claims.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I already got somebody checking off some claims for me too.
[AGENT][NEUTRAL] OK, Miss
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Good, good deal. OK, so Miss [PII], when is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And this is some extra stuff.
[AGENT][NEUTRAL] OK. All right. What is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your address, phone number and email address that we have on the policy for you, ma'am?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And I think that email is [PII].
[AGENT][NEUTRAL] It looks like it's your school email.
[AGENT][NEUTRAL] Your work email?
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is your cell phone number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My cell phone number is
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And if we get disconnected, Ms. [PII], is that a good number for me to call you back on?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, let me go ahead and give you that fax number and this is the claims fax number. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, 18773659423.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and what do I put attention to?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I hadn't done this in a while. My husband used to do this for me.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Kinds of
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] Yeah, and I'm having to do it now, yeah, he's not with me anymore.
[AGENT][NEUTRAL] Oh, I'm sorry, Miss [PII].
[CUSTOMER][NEGATIVE] I am too. I just hate it every day.
[AGENT][NEUTRAL] Yeah. Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, claims department. I think I talked to you before and told you that, but.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] A uh attention clients department.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And um what else?
[CUSTOMER][NEUTRAL] What else do I put?
[AGENT][NEUTRAL] That's how you'll
[AGENT][NEUTRAL] You can just put attention claims department and fax in all your information for your claim under that.
[AGENT][NEUTRAL] That header claims department.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK. All right. Well, Miss [PII], can I help you with anything else before we go?
[CUSTOMER][POSITIVE] OK, alrighty.
[CUSTOMER][NEUTRAL] I think that will be it. I do. I think that will be it. I don't think it's anything else. Now, uh, are the claims.
[AGENT][NEUTRAL] OK, we
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Well, you know, if there is, you can always, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] I will. Is the claims faster to process when you fax it, or, or is it faster when you scan it?
[AGENT][NEUTRAL] Well, when you scan it in the online service center you get immediate response that we have received your claim.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEGATIVE] I can't do that. I don't, I can't do that.
[AGENT][NEUTRAL] And then yes and then the online service center also um.
[AGENT][NEUTRAL] We'll send you messages and let you know the process of the claim and where they are.
[AGENT][NEUTRAL] During the claim process.
[AGENT][NEUTRAL] But you can't do it because your policy is no longer active. So it has to be active in order to use the online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but these are claims that was.
[AGENT][NEUTRAL] So for you,
[AGENT][POSITIVE] Yes ma'am, go on.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] I was gonna say for you.
[CUSTOMER][NEUTRAL] These are
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] These are claims that were done in [PII] when the policy was still active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, my job no longer have you out anymore and I'm so sad about that, that they changed on us.
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] Yes, I know they did. Um.
[CUSTOMER][NEUTRAL] Yeah, but I still had some stuff. I still had some stuff, [PII] and [PII] before y'all took over, I mean before they dismissed you all.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am, that's fine, um, because as long as you were covered on the data service there's not a timely filing limit and for you sending it in by fax is the fastest way because you know mail just takes forever nowadays.
[CUSTOMER][NEUTRAL] Yeah. Yeah.
[CUSTOMER][NEUTRAL] Yeah, it does, it really does, but they will contact me by mail to let me know.
[CUSTOMER][NEUTRAL] Where is it, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty, [PII], thank you so much for everything. I appreciate it.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're so very welcome. I hope you have a blessed night, Miss [PII], and thank you for calling APL.
[CUSTOMER][POSITIVE] I do too. Alright, thank you, bye bye.
[AGENT][NEUTRAL] All right. Bye-bye, ma'am.