AccountId: 011433970860
ContactId: 8404e605-ab7a-4792-9756-71fceea7b534
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 527619 ms
Total Talk Time (AGENT): 159056 ms
Total Talk Time (CUSTOMER): 165740 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/8404e605-ab7a-4792-9756-71fceea7b534_20250110T19:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I don't have my um member number, um, but I had called last week or early this week, I can't remember and asked for a hospital indemnity claim form to be sent to me and to my work email and it was, it wasn't sent, and I was just wondering if I could get that sent to me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Of course, yeah, I can get a claim form sent to you absolutely um what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] So I get the right form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. OK, and you said you don't have your policy number?
[CUSTOMER][NEUTRAL] I do not, but I have my my email that it's if that helps.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I won't be able to search for it using your email. Um, I can start using your social.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, uh, last thing I need is uh the email address that we have on file for you.
[CUSTOMER][NEUTRAL] It should be um [PII].
[AGENT][POSITIVE] OK, that's correct. All right, thank you so much for verifying that and that is the email you would like this claim form sent to?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, bear with me just a moment um I'm going to go ahead and send it now. Was there any way you might be able to stay on the line with me until you can verify that that's been received?
[CUSTOMER][NEUTRAL] Oh, I can
[CUSTOMER][NEUTRAL] I can stay on the line that's fine.
[AGENT][POSITIVE] OK awesome thank you. I know sometimes it it can take a little bit but I don't imagine it'd take that awful long, you know.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did just send that email to you [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You get gift for every little thing.
[CUSTOMER][NEUTRAL] Oh yeah. It hasn't arrived yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And they're they're taunting [PII]. This girl's picking on him.
[CUSTOMER][NEUTRAL] [PII], when you get to middle school, blah blah blah blah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] A care team? Oh, got it.
[AGENT][POSITIVE] Yes, that's it awesome OK.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] Enter the document password.
[CUSTOMER][NEGATIVE] But with I don't know why it's yeah it's asking for a document password.
[AGENT][NEUTRAL] A password?
[AGENT][NEUTRAL] Oh, I don't either um what browser are you using a specific browser?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Yeah, I'm using ecopy.
[AGENT][NEUTRAL] Oh, I'm not familiar with that.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright, um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hold on 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] It's allowing me a preview, but it's not allowing me to open it with document security.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you able to save it?
[CUSTOMER][POSITIVE] Um, it's a secure.
[CUSTOMER][NEUTRAL] Um, give me one second, let me get out of here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, save as.
[CUSTOMER][NEUTRAL] Give me 1 2nd to try to open that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I just gotta find out where I just saved it at um.
[CUSTOMER][NEUTRAL] Nope, it's still asking for it to be a password.
[AGENT][NEUTRAL] Weird. OK, I've never run into that before. Let's say.
[AGENT][NEUTRAL] Are you able to use a different browser to access the email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to open it under Adobe.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it allowed me to open it under there.
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] Um, does it require?
[CUSTOMER][NEUTRAL] Um, a code, uh, uh, a policy number.
[AGENT][POSITIVE] Um, it's not required, but I'll go ahead and give it to you anyway for good measure. It does help, uh, speed along the process if you have it. Um, let me know when you're ready.
[CUSTOMER][POSITIVE] OK. I'm ready.
[AGENT][NEUTRAL] OK is 0244.
[AGENT][NEUTRAL] 7918.
[CUSTOMER][NEUTRAL] Alright, and is, uh, I can fax this or do I have to send it in?
[AGENT][NEUTRAL] You can fax it to us. You can, yeah, um, any of those perfectly fine. I can give you all of those options. um I will say, do you have access to a uh desktop or a laptop computer, Kendra?
[CUSTOMER][NEUTRAL] Or can I email it to?
[CUSTOMER][NEUTRAL] OK, or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Do you have access to a desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Yeah, I'm on the computer now.
[AGENT][NEUTRAL] OK, I will say um the reason I ask is that um typically the fastest and easiest way to get claim information to us is going to be through our online portal. Have you created an account online with us?
[CUSTOMER][NEUTRAL] I don't recall.
[AGENT][NEUTRAL] OK, um, again I will say that's gonna be the quickest and easiest way I can give you that web address, uh, to create an account you would just use all of that information we just verif[PII] and then there's gonna be a spot where you can upload documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well, what is your, um, I'm just trying to print this so I can fill it out, but.
[AGENT][NEUTRAL] Actually I think I might have included a link I did um in the email that I sent you there's a link um to our online portal.
[CUSTOMER][NEUTRAL] Is there, OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, I'll, um, OK, sign up for log in now alrighty.
[AGENT][NEUTRAL] That's it, yes.
[CUSTOMER][POSITIVE] I will, I'll get this in and do it that way.
[AGENT][NEUTRAL] OK, was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.