AccountId: 011433970860
ContactId: 73a7edf0-e1f6-4cbd-9e5a-dc64903eab12
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 552179 ms
Total Talk Time (AGENT): 201918 ms
Total Talk Time (CUSTOMER): 187716 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/73a7edf0-e1f6-4cbd-9e5a-dc64903eab12_20250609T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], how are you?
[AGENT][POSITIVE] I am good. How are you?
[CUSTOMER][POSITIVE] How are you? I'm doing good. Uh, I'm [PII]. I'm calling for some, uh, benefit uh claim uh to assist me to file it.
[AGENT][NEUTRAL] OK, I can assist you with filing a claim. May I please get your name, sir, and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And my call back number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Uh, my policy number, let me pull this. I'm sorry. Let me pull it right now.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] I got it here and I got it here.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] 121212.
[CUSTOMER][NEUTRAL] OK, yeah, right here, OK.
[CUSTOMER][NEUTRAL] My policy number is 617.
[CUSTOMER][NEUTRAL] 321.
[CUSTOMER][NEUTRAL] 67
[CUSTOMER][NEUTRAL] 94.
[AGENT][NEUTRAL] OK, that's not an APL policy number. [PII], can I get your social, and that'll pull your policy number in for me?
[CUSTOMER][NEUTRAL] Yeah, my social is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me pull you up real quick, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] I'll need for you to verify some information for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then can you verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, it's going to be hard, but I know about email [PII]. Uh, I don't know if I changed my address to the place I am, but I know [PII]. I think that's what is on the record. I haven't changed to the new address yet.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] OK, yes, that's, that's what I have. The [PII]. That's the one you want to change?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, I'll change that. I'll I'll change that one to the new address I am, I want, I have now.
[AGENT][POSITIVE] OK. Give me just a second and I'll write down that new address and we'll get you fixed up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, what do you want the new address to be, sir?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wes daddy face.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me go over and let me get that updated real quick, sir.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK, let me read it back and make sure I've got it correct. [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Let me make sure it's stuck.
[AGENT][NEUTRAL] OK, I've got your address updated for you.
[AGENT][NEUTRAL] And which policy?
[CUSTOMER][NEUTRAL] Can you update my telephone number too?
[CUSTOMER][NEUTRAL] Can you update my telephone too?
[AGENT][NEUTRAL] Yes, the [PII]
[AGENT][NEUTRAL] Yes, let me update that.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Ready? Go. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got that updated for you too, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And which policy was it that you wanted to file a claim on? You've got several different policies with us. The medical, the accident.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I know I have an accident.
[AGENT][NEUTRAL] Accident
[CUSTOMER][NEUTRAL] Accident.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, there's several different ways. Are you, do you have access to a computer to sign up for the online service center?
[CUSTOMER][NEUTRAL] Uh, I try to know.
[CUSTOMER][NEUTRAL] Unless my daughter is here and it's not here yet, it's in the school.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, um, so you can um mail it in or fax it in. Let me give you both addresses.
[CUSTOMER][NEUTRAL] Come again.
[AGENT][NEUTRAL] You just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want me to fill it and mail it in?
[AGENT][NEUTRAL] Yes, you can mail it in or you can send it by fax machine.
[CUSTOMER][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] Alright, where's my that I I might get them blue. Alright then.
[CUSTOMER][NEUTRAL] Yeah, the first num number.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 23.
[CUSTOMER][NEUTRAL] Come again.
[CUSTOMER][NEUTRAL] 2:30. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1800.
[CUSTOMER][NEUTRAL] 1877.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yes, that's correct. Now let me give you the address to mail it in.
[CUSTOMER][NEUTRAL] Is that it?
[CUSTOMER][POSITIVE] OK, that's nice.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think I will try it right now.
[AGENT][NEUTRAL] You're gonna
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. OK. All right.
[CUSTOMER][POSITIVE] How fast it now at that point yeah.
[AGENT][NEUTRAL] Yes, sir. And you'll need to get the um
[CUSTOMER][NEUTRAL] So I need to print the, I need to print the phone.
[AGENT][NEUTRAL] Yes, the form, let me give you the address to get the claim form at.
[CUSTOMER][NEUTRAL] I know that there's one already on the the email they sent me.
[AGENT][NEUTRAL] You just
[AGENT][POSITIVE] Oh, good.
[CUSTOMER][NEUTRAL] Oh, yeah, that's a form I see it's 22 different forms.
[AGENT][POSITIVE] Good. So you
[AGENT][NEUTRAL] You fill out that
[AGENT][NEUTRAL] OK, yes, you fill out that claim form at the top of the claim form, it tells you everything you need to send in with your claim form that comes from the doctor's office, OK?
[AGENT][NEUTRAL] Or the hospital either way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] And then you email and then you can fax all that into that number that we just gave that I just gave you.
[CUSTOMER][NEUTRAL] All right, I'll do that.
[CUSTOMER][NEUTRAL] I know I'm gonna need the police report you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh, goodness. OK. Yes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] All right, [PII]. You're very welcome. Is there anything else?
[CUSTOMER][POSITIVE] All right, thank you very much.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That will be all for now.
[AGENT][POSITIVE] OK, well you have a blessed day and thank you for calling ATL sir.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Bye-bye, sir.