AccountId: 011433970860
ContactId: 7a816ff6-ef50-44ee-a718-2256603acbbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225240 ms
Total Talk Time (AGENT): 85827 ms
Total Talk Time (CUSTOMER): 74741 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7a816ff6-ef50-44ee-a718-2256603acbbd_20250513T15:58_UTC.wav
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[AGENT][NEUTRAL] Hey thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh yes, um, I need help uh filing a claim.
[AGENT][NEUTRAL] OK, is it for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I sure don't, ma'am.
[AGENT][NEUTRAL] OK, I can look it up by your name or your social.
[CUSTOMER][NEUTRAL] OK. My social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get your account pulled up. One moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Could you verify your date of birth for me, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, just need 2 more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] So my address is [PII].
[CUSTOMER][NEUTRAL] And my email address, um, I don't know if you have my school address which is [PII] or my personal one which is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we have your uh school address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you're wanting to get a claim filed, is that right?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, are you wanting to submit that on our online portal or are you wanting to mail that in?
[CUSTOMER][NEUTRAL] Um, if you send me the information, I can submit it on a portal. I don't know how to get on there, but if you guide me, I, I can.
[AGENT][NEUTRAL] OK, um, it does have to be on a laptop or desktop. Um, are you, do you have that available right now or do you want me to send you the instructional guide and then you can um walk through that?
[CUSTOMER][NEUTRAL] Yeah, send me the instructional because I do, I have a, I have an iPad Pro.
[CUSTOMER][NEUTRAL] But I need to get to a desktop.
[AGENT][NEUTRAL] Yes, it'll have to be a lap yeah, it'll have to be a laptop or desktop, so OK, let me email you the instructional guide um that'll give an outline of all the steps to um get that registered online um because that is the fastest way to get reimbursed on claims um by uploading your documents there. So I'll email that over right now just give me a few minutes and then is there anything else I can help with right now?
[CUSTOMER][NEUTRAL] I don't have one right now.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, just
[CUSTOMER][POSITIVE] Hopefully I can do it by myself. If not, I'm gonna have to call and get guidance.
[AGENT][POSITIVE] OK, yeah, we're here for that too and we can, we can walk you through the steps.
[CUSTOMER][NEUTRAL] I'm not
[CUSTOMER][NEUTRAL] Technology is fine. OK.
[AGENT][POSITIVE] Totally understand, but yeah, if you have any issues at all, don't hesitate. Give us a call back, we'll walk you through the steps, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][NEUTRAL] You bye.