AccountId: 011433970860
ContactId: 81aebaf8-32ae-47e0-920b-a7ba4aaef694
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211110 ms
Total Talk Time (AGENT): 98017 ms
Total Talk Time (CUSTOMER): 62111 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/81aebaf8-32ae-47e0-920b-a7ba4aaef694_20250408T22:37_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, I am calling to see if I can go paperless.
[AGENT][NEUTRAL] Paperless?
[CUSTOMER][NEUTRAL] Yes, I've gotten several, I guess notifications of whenever somebody files for me so I have like 10 letters from.
[CUSTOMER][NEUTRAL] Your company right now
[AGENT][NEUTRAL] OK, alright. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Policy number 02521722.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII] is my cell number.
[AGENT][NEUTRAL] Thank you I appreciate that. OK, so one of the ways that can help with the paperwork is are you signed up on the online service center to submit your own claims?
[AGENT][NEUTRAL] Because I'm noticing
[CUSTOMER][NEUTRAL] I'm not submitting any of my own claims. I think my.
[AGENT][NEUTRAL] Yes, every time, every time that uh a claim is submitted from a provider in your name, we have to notify you we don't have any other way to do it other than to send a letter to notify you that somebody has had activity on your policy for claims, um.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now if you ever file claims yourself, we do have an online service center for our members, uh, that it will alert you.
[AGENT][NEUTRAL] Through uh the online service center rather than paperless, let me check uh let me just, I'm gonna like send a message to somebody real quick and see if there's a way to stop the letters coming from you or if by law we have to send them but let me check real quick.
[CUSTOMER][POSITIVE] So I can't go paperless.
[CUSTOMER][NEGATIVE] Because mostly I'm getting uh this is not a bill and it's a 0. I mean, I'm, I didn't really know what.
[AGENT][NEUTRAL] Let's see if I can
[AGENT][NEUTRAL] Right, so we have um.
[CUSTOMER][NEUTRAL] And then like the data service.
[AGENT][NEUTRAL] Right, let me look real quick to see do you see one of the claim numbers?
[CUSTOMER][NEUTRAL] Um, hold on.