AccountId: 011433970860
ContactId: 84a328f1-9f1e-4db7-bcbf-8bac1f702d0f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352380 ms
Total Talk Time (AGENT): 157593 ms
Total Talk Time (CUSTOMER): 133259 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/84a328f1-9f1e-4db7-bcbf-8bac1f702d0f_20250317T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling about a wellness check that I had sent in the paperwork for. I have gotten a letter back from it saying that I didn't include some stuff. Could you help me with that please?
[AGENT][NEUTRAL] Yes ma'am I can help you with your claim um can I get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK, and then what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 00667756.
[AGENT][NEUTRAL] OK, let me look real quick.
[CUSTOMER][NEGATIVE] And I don't know what I did when I sent this in, but I thought I did it just like I did last time, but evidently I didn't.
[AGENT][POSITIVE] OK. That's all right. We'll, I'll get you some help for sure. Um, miss, you're welcome. Miss [PII], what is your date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you ma'am. And then can I also get your address, phone number and email address on the policy for you.
[CUSTOMER][NEUTRAL] OK, address is [PII].
[CUSTOMER][NEUTRAL] The email is [PII].
[AGENT][NEUTRAL] OK, and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Uh area code [PII].
[AGENT][POSITIVE] Thank you, is that also a good number to call you back on if we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you. And then what is uh the claim number?
[CUSTOMER][NEUTRAL] Um, the claim number is 357-442-5.
[AGENT][NEUTRAL] OK, I got it pulled up right here. Let's see what it says.
[CUSTOMER][NEGATIVE] I think I must have put the wrong date that I went in for my wellness check.
[AGENT][NEUTRAL] OK, so it's, it's stating that you need to, um, please fill out, please complete the statement of the injured sections A through E.
[AGENT][NEUTRAL] And return to the office.
[CUSTOMER][NEUTRAL] OK, so I did all the top part. I'm pretty sure.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I mean all that they did was blood work and I just on the other wellness test I just put wellness I I wrote wellness in there.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the date of service, I mean.
[CUSTOMER][NEUTRAL] What else do I need to do?
[AGENT][NEUTRAL] Did you put the doctor's name in there?
[CUSTOMER][NEUTRAL] Yeah. Yes, it is.
[AGENT][NEUTRAL] OK, so that's, that's basically all it's asking for is for you to review sections A through E.
[AGENT][NEUTRAL] And if anything is blank then just and if it doesn't.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] If it if it's not applicable put NA there.
[AGENT][NEUTRAL] Sections A through E.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, if, I mean, the blood test that they do is just to check my blood pressure and my cholesterol, but uh I mean all the others, I don't know anything about those tests.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just if you can just fill it, fill out the.
[AGENT][NEUTRAL] The sections, that's all they're asking for is for you just to complete those sections and return to the office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just gonna put NA on all those.
[AGENT][NEUTRAL] Yeah, that's what I would do that way you can show that it's been completed and it has nothing to do with what you're claiming.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, there's no way to do this online, is there, or?
[AGENT][NEUTRAL] Yes, um, through the online service center.
[CUSTOMER][NEUTRAL] Oh, you can.
[AGENT][POSITIVE] Yes ma'am, we have an online service center um let me give you that address, it's secured.
[CUSTOMER][NEUTRAL] I'm like just trying to
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you sign up for the online service center that first um step is gonna be you're a new user.
[AGENT][NEUTRAL] And then the second step is you're an individual with an APL policy.
[AGENT][NEUTRAL] And then you'll just figure out what you wanna use for your name and your password and when you go into claims and forms in there you'll be able to submit the claim.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much.
[AGENT][POSITIVE] Welcome, Miss [PII]. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, ma'am, I think that's all thank you.
[AGENT][POSITIVE] OK well you take care and thanks for calling APL.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.