AccountId: 011433970860
ContactId: 70a2ae56-f4d6-4572-9876-7405f73a79f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476220 ms
Total Talk Time (AGENT): 275049 ms
Total Talk Time (CUSTOMER): 137741 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/70a2ae56-f4d6-4572-9876-7405f73a79f2_20250530T15:25_UTC.wav
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[AGENT][NEUTRAL] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hey, [PII].
[CUSTOMER][NEUTRAL] We had a uh group accidental uh policy with our company through y'all when the accident occurred.
[CUSTOMER][NEUTRAL] And we have since switched to a different accident provider.
[CUSTOMER][NEUTRAL] And I'm calling to find out if there I can give you a certificate number if that would help you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you were the policy, I mean, you're the subscriber. You were the primary insured on this policy, OK, and you have a question about it. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yeah, my son who was covered on the plan, um, fractured his hand.
[CUSTOMER][NEUTRAL] Um, but it was, he fractured it back in like [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and we acquired new coverage [PII] through our company and I'm trying to find out if it is too late, um.
[CUSTOMER][NEUTRAL] To file a claim.
[AGENT][NEUTRAL] OK. All right. So you're wanting to see if you could still file a claim for your son who had an accident while this policy was in effect?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And Mr. [PII], what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh, the certificate number is 021-79940.
[AGENT][NEUTRAL] OK, thank you. So give me a couple of moments to get your information pulled up. Once I do, um, Mr. [PII], I will have to verify several things with you first for security and then also any information that is provided would be a verification of benefits and not a guarantee of payment. So first off, if you could please verify your date of birth and then your son's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. Um, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my son's date of birth is [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] OK, and his name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Also your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file for you, Mr. [PII] is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Did I give you a phone number?
[AGENT][NEUTRAL] You did?
[AGENT][NEUTRAL] You gave me [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, I did.
[AGENT][NEGATIVE] And I sure didn't make that one up. I did not make that phone number up.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So that is your best contact number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then lastly we have an email on file. It appears to be a work email.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] What for you?
[AGENT][POSITIVE] Yes, sir, it is. OK. So thank you very much for verifying all of your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so with APL, yes sir, you can, now this policy that you all had with us, this one was active from [PII].
[AGENT][NEUTRAL] Let me look to see if there was another one.
[AGENT][NEUTRAL] And you did. Uh, give me just a moment.
[AGENT][NEUTRAL] So you have another you had another policy with a different number that went into effect from [PII].
[AGENT][NEUTRAL] And that policy number is 248.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 207.
[CUSTOMER][NEUTRAL] Hold on, hold on, hold on, let me get in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm sorry, giving it uh 2, what is it?
[AGENT][NEUTRAL] 02482076.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was the most recently active policy from [PII].
[AGENT][NEUTRAL] So yes sir you you can still file a claim on that policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And I, you can actually get the claim form.
[AGENT][NEUTRAL] Along with all of the instructions, Mr. [PII] for what you would need to submit to us for review.
[AGENT][NEUTRAL] If you go to our main website at [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Well, it's just if you, if you pull up [PII] at the top of the screen you're gonna see the link for claims and forms. Just click on that, scroll down the page and it will start listing out the different claim forms. The accident claim form should be the first one listed and out to the right you should see a blue button that says download form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just click on that and that will open up the claim form and you can use that as a checklist for what you would need to provide us and then at the bottom of page one there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is a mailing address for claims and then also a fax number and that is a secured fax line for our claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So y'all don't have a statue of uh of time and in which these need to be filed?
[AGENT][NEUTRAL] No sir, our company does not, we do not have a timely filing limit.
[CUSTOMER][POSITIVE] Well, that's nice of you.
[AGENT][POSITIVE] Yeah, that is one of the nice things about our coverage. As long as your policy was active for the um data service, yes, or we can still review a claim.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm at the website and I'm at claims and forms.
[AGENT][NEUTRAL] Uh-huh. I click, click on.
[AGENT][NEUTRAL] Click that and then just scroll, mhm, scroll down the page.
[CUSTOMER][NEUTRAL] Claims and I did.
[AGENT][NEUTRAL] And about middle ways down it's gonna start listing out different claim forms.
[CUSTOMER][POSITIVE] Yes, I got it.
[AGENT][NEUTRAL] An accident should be the first one.
[CUSTOMER][NEUTRAL] Got it, it sure is. I didn't scroll far enough.
[CUSTOMER][POSITIVE] All right, they should give me everything I need then.
[AGENT][NEUTRAL] Yes sir, so again, and there's um the mailing address and also the claims fax number is on the bottom of that first page.
[AGENT][NEUTRAL] So you may fax it in if you would like, along with the other documentation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK. Well, is there anything else that I could help you with this morning, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][POSITIVE] OK. Well, if that is all I can help you with at the moment. Thank you again for calling APL and I hope that you have a wonderful weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Yes, sir. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.