AccountId: 011433970860
ContactId: 6cf41f46-698c-4c1e-9afb-60af787ed928
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161880 ms
Total Talk Time (AGENT): 101797 ms
Total Talk Time (CUSTOMER): 52003 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6cf41f46-698c-4c1e-9afb-60af787ed928_20250228T21:19_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, good afternoon. I was
[CUSTOMER][NEUTRAL] Just calling. I, I need to send an explanation of benefits.
[CUSTOMER][NEUTRAL] And I was just wondering the best way to send it. Is there a way I can send it electronically?
[AGENT][NEUTRAL] Uh, well, there, some of the policies can be sent that way. What is, uh, what is your policy number? If we could look it up, I can see whether, how's the best way to send it.
[CUSTOMER][NEUTRAL] OK, the policy number is 01605184.
[AGENT][NEUTRAL] Thank you. If I could just verify your name, uh date of birth, and a phone number, please, ma'am?
[CUSTOMER][NEUTRAL] Sure. [PII] is my name. [PII] is my birthday, and my phone number is [PII].
[AGENT][NEUTRAL] Thank you. It looks like you have a secondary or gap insurance with us since [PII]. So your policy, um, is, you're able, there's like three different ways of sending it to us. And you can mail it to us, you can fax it to us, or you can go online. Um, so which is the most convenient for you, um, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, online, please.
[AGENT][NEUTRAL] Online, OK. So we have a website, um, it is [PII].
[AGENT][NEUTRAL] [PII]. And um that website, uh, it's uh [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you go into that, uh, you will see, uh, where it just sign sign in it's um you can actually sign in and it just take a moment to create uh you're a new user if you don't if you don't already have an account with us and just create a username and a password and then what you will do is on the right hand side of this, once you've done that and you've logged in on the right hand side of the screen you'll see where it says start a claim and what you can do is you can just download.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, your documents from that, uh, on this portal and we get it in real time and we're, um, we're working on the claims that we received on the [PII] so it doesn't take us that long to to get those worked out but that's the fastest way to get the uh claim to us.
[CUSTOMER][MIXED] OK, I appreciate that. I couldn't figure it out and there are a lot of pages and I thought well this isn't very efficient, so.
[AGENT][POSITIVE] Oh, sure, yes, of course. Yeah. Well, if you have any other questions, if there's nothing else I can help with, and thank you for contacting us and have a good day, but please let us know if there's anything else we can help with.
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][POSITIVE] Will do. Have a wonderful week. Thank you so much.
[AGENT][POSITIVE] OK, thank you for contacting you as well. Have a good day.