AccountId: 011433970860
ContactId: 734d6773-a1e9-4516-a3cf-60dcdc8e7d9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242009 ms
Total Talk Time (AGENT): 89830 ms
Total Talk Time (CUSTOMER): 111573 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/2025/02/07/734d6773-a1e9-4516-a3cf-60dcdc8e7d9d_20250207T18:24_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I have been trying, like I was online and trying to place put a claim in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, well, what's weird is every time I'm in, I, I sign in, I could see my name, I could see my information, and I go to claim form.
[CUSTOMER][NEUTRAL] It just continues to ask me to sign in.
[CUSTOMER][NEUTRAL] And I'm like, am I doing something wrong?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] If you go to the section that says claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] And then you, you know, you're supposed to scroll down to see the claims, the claim forms and policy change documents. Everything is just a download. There's nothing.
[CUSTOMER][NEUTRAL] For online.
[AGENT][NEUTRAL] OK, um, so have you already downloaded the claim form and save it to your computer?
[CUSTOMER][NEUTRAL] No, is that would necessarily have to be done?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, uh-huh. Yeah, that's why it keeps kicking you out because you need to go get the claim form, um, download it to your uh computer, fill it out, and then upload it. So it is gonna take you out so you can go to the page where you can get the form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how do because here it on it offers.
[CUSTOMER][NEUTRAL] It says accident.
[CUSTOMER][NEUTRAL] Authorization to disposal information.
[AGENT][NEUTRAL] May I have your name for my notations?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And Miss [PII], let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, I guess that's this one. I guess it's this one off it's all the way at the bottom.
[CUSTOMER][NEUTRAL] The hospital, is it the hospital indemnity?
[AGENT][NEUTRAL] Mm, it really depends on the policy you have. I, is your policy a hospital indemnity?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't know. I'm gonna go back and look.
[AGENT][NEUTRAL] Do you have the number so I can look at it?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is.
[AGENT][POSITIVE] I'm ready for the number.
[CUSTOMER][NEUTRAL] Of course it says sign in again.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] The policy number.
[CUSTOMER][NEUTRAL] It's 159.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7943.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] Or is it the midlink?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I believe it's gonna be probably the met link. Um, may I have the date of birth, um, the mailing address and email address for verification?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Yeah, it's gonna be the Metin claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Ok and then it says.
[CUSTOMER][NEUTRAL] Direct deposit more sign up or log in instructions for insure. OK, so is this form.
[AGENT][NEUTRAL] The first.
[CUSTOMER][NEUTRAL] And then you hit download and you said.
[AGENT][NEUTRAL] Mhm. Yes, uh, you download on the first page it's gonna have the instructions on what else is needed with that form. So, um, you can go ahead and send all of it through the website, just upload it. Yeah, you need to download it, fill it out, and then upload it, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] You're welcome. No problem. Thank you for calling APO. Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Uh