AccountId: 011433970860
ContactId: 78c30113-9589-4430-96c7-463699e8676b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234759 ms
Total Talk Time (AGENT): 96255 ms
Total Talk Time (CUSTOMER): 78005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/78c30113-9589-4430-96c7-463699e8676b_20250610T20:13_UTC.wav
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[CUSTOMER][POSITIVE] Oh awesome
[AGENT][NEUTRAL] For calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Uh, I have a gap insurance policy with you guys and I was just curious how I file a claim with that.
[AGENT][NEUTRAL] OK, [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have that handy. It's through my job.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Uh, so the last name is [PII]
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] OK, can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just in case we're disconnected, what's a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I can't. We were a little bit. I.
[AGENT][NEUTRAL] OK, so for this.
[AGENT][NEUTRAL] This policy, um, you'll need to have your primary explanation of benefits, um, when you file the claim. So, um, let's see.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK, that'll come from it, uh, just, uh, I think I, please stop, please, give me one moment.
[CUSTOMER][NEUTRAL] Uh, so yeah, so I can get that through my, my primary insurance provider and I'll submit that to you guys.
[AGENT][NEUTRAL] Submit that to us and then we'll also need the actual information for the claim itself so we'll need like what services were rendered the diagnosis code and date of service so some type of itemized bill from your health care provider um that shows you know again date of service bill charges diagnosis and what services were rendered along with the primary EOB.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK great uh sure so I think I can get all that and then is there a form or something that I need to fill out for you guys?
[AGENT][NEUTRAL] Um, you can do the form or you can just submit it through our online portal, um, and that, that you don't have to fill out a form for, um, have you created an online account?
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Oh perfect.
[CUSTOMER][NEUTRAL] I don't know. I don't think so, but I, I can probably figure that all out for my HR department I would assume.
[AGENT][NEUTRAL] Um, well, let me, let me do one thing before you, um, need to go. You don't have an email address on file, so you're not gonna be able to set that up without an email address. What's a good email address?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let's just do my Gmail, so it's LWTP.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that was [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I, OK, [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, so if you go to set that up, um, go to [PII]. I can email you the instructions. Would that be helpful?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That'd be great.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I got your email address updated. Look for that email send it in a few minutes and then if you have any questions at all, just give us a call back.
[CUSTOMER][POSITIVE] Great I really appreciate your help.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] Uh huh bye.
[AGENT][NEUTRAL] It