AccountId: 011433970860
ContactId: 6fd6ae82-7862-477b-8ef4-cc8b0ce1e954
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475029 ms
Total Talk Time (AGENT): 174967 ms
Total Talk Time (CUSTOMER): 175923 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/6fd6ae82-7862-477b-8ef4-cc8b0ce1e954_20250514T17:40_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII], my sister.
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling up and I'm trying to file my first claim online. However, I have a couple of questions because it's been, it, it's the accident policy. And I also have the hospital one.
[CUSTOMER][NEUTRAL] OK. I, I don't know what.
[AGENT][NEUTRAL] So can I have a policy number to verify what type of policy you have?
[CUSTOMER][NEUTRAL] Uh, yes, I can get them for you. Hold on one second, ma'am.
[CUSTOMER][NEUTRAL] The policy number is 244-51557.
[CUSTOMER][NEUTRAL] That's the accident one?
[CUSTOMER][NEUTRAL] And then the other is 244.
[AGENT][NEUTRAL] I can only look at one policy at a time. So which one is it that you're trying to file the claim for? Medical, accidental, was it an accident or was this for medical services?
[CUSTOMER][NEUTRAL] It's an accident. I fell and broke my shoulder and had to go to the ER and then I had to follow up with a doctor, then I had to go back to an ER and then I had to have surgery. So it's like been a 23 week process of what's what. So.
[AGENT][NEUTRAL] OK, so it sounds like it has to go to your medical first, then it'll be sent over to your your accidental. So it looks like you have to submit claims for several of them. So let me verify your full name, mailing address, and your date of birth.
[CUSTOMER][NEUTRAL] OK, my full name is [PII]. Um, address is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good call back number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is your email address that we have on file?
[CUSTOMER][NEUTRAL] Uh, that's a good question. Give me one second. Uh, I believe it's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. That's what we have. So, um, you're online, so what you're gonna, the forms that you're gonna need is you're gonna use the, um, it should say HR or hospital indemnity. Do you see that form?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're gonna need that form. You're gonna fill that form out, upload every.
[AGENT][NEUTRAL] Medical claim that you have for your services.
[CUSTOMER][NEUTRAL] For every claim. So, one emergency room, one form, one visit to the doctor, one form.
[AGENT][NEUTRAL] No, just the form you fill out the form one time and you upload all the documents.
[CUSTOMER][NEUTRAL] What, what
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 000, OK, OK.
[AGENT][NEUTRAL] And then once you're done with uploading all of those, you're gonna go back to the forms again and then you're gonna choose the accidental form and once you choose the accidental form, you're gonna fill out one form and upload all those documents under the accidental.
[CUSTOMER][NEUTRAL] That would be easy enough.
[CUSTOMER][NEUTRAL] Again,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK. And do I not, I, I know that they had um denied me for
[CUSTOMER][NEUTRAL] Uh, short-term disability due to a hard issue I had when I had signed up. Um, but it said something that there may be something of that within the accidental. Is, is there or is not, is there not in my, in my policy?
[AGENT][NEUTRAL] So now that's a question that's beyond my knowledge, so I can transfer you for someone to better assist you with that information.
[CUSTOMER][NEUTRAL] To the hospital or the accidental.
[CUSTOMER][NEGATIVE] OK. I'd only because they're limiting to me at work, um, of how many hours I could work and it just is gonna hurt my
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEGATIVE] Mm like hurt me financially. Mhm.
[AGENT][POSITIVE] Got you.
[CUSTOMER][POSITIVE] So I just wanna know what I have while I have the time and I'm on the phone with you all.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So let me, let me find someone that can better assist you with that question, OK? May I place you on a brief hold?
[CUSTOMER][NEUTRAL] Alright ho
[CUSTOMER][POSITIVE] Thank you.
[AGENT][MIXED] You're welcome. And I do be more careful. I hate this happened to you, so hold one moment.
[CUSTOMER][POSITIVE] Yeah, thank you. I appreciate it.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][POSITIVE] Good afternoon. Thank you for calling APO. This is [PII]. How may I assist you?
[AGENT][NEUTRAL] OK, so this is my 2nd time talking to you today. You're the only one in the queue.
[CUSTOMER][NEUTRAL] Probably
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] So I have an insured on the phone. She's calling about her HI policy, so I gave her, she called about questions in regards to submitting the claim, so I helped her with it. But then she had a question about her accidental policy. She wanted to verify if there was some type of benefits for if she's limited to work and she can't work because she broke her shoulder or something.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. I can check and see if there's a benefit. Um, what's the policy number? I'm ready.
[AGENT][NEUTRAL] Let me know when you're ready for the policy number.
[AGENT][NEUTRAL] Um, 244-515-7.
[AGENT][NEUTRAL] It's 244-515-7 for [PII].
[CUSTOMER][NEUTRAL] To somebody else? OK.
[AGENT][NEUTRAL] I don't see nothing on there. Mhm, I di[PII] I verified all her information because she called in regards to submitting a claim.
[CUSTOMER][NEUTRAL] And you fully verify her.
[AGENT][POSITIVE] For her HR policy and I helped her with it.
[CUSTOMER][NEUTRAL] OK. And um,
[CUSTOMER][NEUTRAL] OK, and the callback number is the same one in the system or is it different?
[AGENT][NEUTRAL] Yes, it's the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK dokey, I'm ready for her.
[AGENT][NEUTRAL] Alright let me transfer over to you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Hello [PII], so I have Soul on the phone. She's gonna better assist you with your questions in regards to your accidental policy, but thanks for calling APL, and you have a great day and take care.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks, appreciate it.
[AGENT][POSITIVE] You're welcome. Goodbye.