AccountId: 011433970860
ContactId: 6e70b007-b203-467c-b54f-cce45f0ccf99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338790 ms
Total Talk Time (AGENT): 159891 ms
Total Talk Time (CUSTOMER): 107866 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/6e70b007-b203-467c-b54f-cce45f0ccf99_20250106T21:56_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 yeah, good afternoon, um, I was trying to file the claim and, um, the letter that I need to sign, I think it was the form from you guys. Do I have to print that out and do it or can I do it online?
[AGENT][NEUTRAL] Um, if you have a capability of doing it online, you can, um, it doesn't have to be printed out.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] It's uh [PII] hi.
[AGENT][NEUTRAL] Is that [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Are you trying to uh fill that out on the computer or is it on your phone?
[CUSTOMER][NEUTRAL] I was gonna do it on uh a a laptop but um I could do it on either the phone or the laptop but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just didn't know what the form eligible to be filled out online or I have to print it out to fill it out.
[AGENT][NEUTRAL] It's, it's up to you um if you have like Adobe on the computer, on the laptop, you can go ahead and do it electronically.
[AGENT][NEUTRAL] You don't have to print it out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't think you have that on there.
[AGENT][NEUTRAL] Oh, OK. Yeah, if it doesn't have it, then it's not gonna let you.
[CUSTOMER][NEUTRAL] It should.
[CUSTOMER][NEUTRAL] OK, Adobe is like the PDF app, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, then I still have to print it out and send it to you guys so I can email or upload it.
[AGENT][NEUTRAL] You can upload it if you have created your account, you can upload it electronically. Um, do you want me to check and see if your account is created?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Um, no, I don't have a policy number I pay.
[AGENT][NEUTRAL] OK, I can, I can look it up. One moment, [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] OK, how do you spell the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm, OK. And what is your address?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And I need to verify um your date of birth and mailing address for security.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um, my mailing address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, you already created an account with us, um, so it is active. Um, do you remember your username or do you need your username?
[CUSTOMER][NEUTRAL] Uh, I need the user name.
[AGENT][NEUTRAL] OK. What is your email address?
[CUSTOMER][NEUTRAL] It's uh [PII] oh that's_ [PII].
[AGENT][NEUTRAL] OK, so it looks like we have your work email. Is that OK?
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, it's gonna be a [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, that's um that is the email just in case you need to redo your password. Your username is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] So you can just go in. It's gonna ask you if you want to submit the claim electronically, you will click on submit um documents and it's gonna ask you to upload the form, together with the form, just make sure to include the the itemized bill.
[AGENT][NEUTRAL] That's all you're gonna need.
[CUSTOMER][NEUTRAL] The, the what?
[AGENT][NEUTRAL] An itemized bill.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, I, and that's, uh, and that's another thing when I went to the hospital to get that, um, they gave me all the papers so I could just upload that too by just taking pictures and uploading it. It wouldn't let me email it because, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you can upload it. Everything is gonna be uploaded. We don't do claims by email, OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Alright, so I'll upload all the it's like.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] A couple sheets on both of them, so I just upload all of them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yes. If by any chance it gives you an error, just um split it and you can just upload it in two batches. It doesn't have to be one batch. We'll put it together once we're ready to process, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else um mhm go ahead.
[CUSTOMER][NEUTRAL] Uh, and then, and then.
[CUSTOMER][NEUTRAL] And that's all I should need, right? Are those two things?
[AGENT][NEUTRAL] Yes, that's all we're gonna need for now. If we need any other information, we'll let you know, but um usually that's what we ask up front is the claim form and itemized bill, OK?
[CUSTOMER][POSITIVE] OK, alright, no problem.
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] All right, well, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.