AccountId: 011433970860
ContactId: 8ab4249e-95cd-4d95-9252-25c187c3f545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256380 ms
Total Talk Time (AGENT): 156156 ms
Total Talk Time (CUSTOMER): 84829 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8ab4249e-95cd-4d95-9252-25c187c3f545_20250623T22:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check um on a status of a claim that I had submitted online um from what I can tell it looks like that they're requesting more information and I, I just wasn't sure what what else they needed me to provide.
[AGENT][NEUTRAL] Sure I can get clarification on that claim for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII] and the last name is [PII]
[AGENT][NEUTRAL] OK, and then, uh, [PII], just in case we are disconnected, can I get a good call back number from you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, let me look and see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's 239.
[CUSTOMER][NEUTRAL] 4362.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, [PII], just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is through your employer.
[CUSTOMER][NEUTRAL] OK, yeah, the [PII].
[AGENT][NEUTRAL] That's it. OK, thank you so much for verifying that. OK, give me just a moment, let me take a look at this claim for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, yeah, this looks like we received a few different items for this claim. Each one is stating we need the enclosed claim form completed by the insured giving a detailed description of the accident or diagnosis of sickness.
[AGENT][NEUTRAL] Uh, on the, did you submit a claim form with all of this information?
[CUSTOMER][NEUTRAL] So I submitted the copy of the police report, and then like my hospital bills, but I didn't see an actual claim form online. This is the first time I've ever done anything like this. So I was kind of like,
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] Oh, you're fine yeah it is pretty confusing.
[CUSTOMER][NEUTRAL] Out of the loop.
[AGENT][NEUTRAL] No, you're fine it's a lot OK, so that information is on our website, but if you'd like I can go ahead and just email you a copy of that claim form um oh you you don't have to send anything additional you know if you sent sounds like you sent all the important stuff so you can just send this um on its own and that we should be able to associate all of that information with this claim um let's see it's pretty much just going to be your information and then stating exactly what happened.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's see, I can go ahead and email that to you. Do you want me to just send it to this email address we have on file for you or was there a different email you'd rather me send it to? OK, just your employer email?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yeah, that works.
[CUSTOMER][NEUTRAL] Yeah, I can, I can access my school email. Yeah.
[AGENT][NEUTRAL] Cool OK alrighty I'll go ahead and send that now um and then yeah if you've got any questions or anything definitely give us a call right back but that looks like that's all that we're missing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I can
[CUSTOMER][NEUTRAL] Can I just upload that into, like, where do I upload that?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Uh, through our online portal.
[CUSTOMER][NEUTRAL] OK, so just go back in like I'm submitting a claim again and uploading it?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] And now I will say there should be well I don't know you know that they with the recent change of our website there should be an area on our website or on the portal that you can actually fill out the claim there or the claim form, the correct one, and of course this is for your accident policy so it would just be the accident claim form however just for good measure, you know, if you feel like it's easier to do it that way if you're able to locate it, go ahead, but just for good measure I am gonna go ahead and email you this one just so you've got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, no, definitely, yeah, because I'll, yeah.
[AGENT][POSITIVE] For sure I like having multiple options.
[AGENT][NEUTRAL] Alrighty, well, was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Mhm, exactly.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call if you have any other questions feel free to give us a call right back OK?
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][POSITIVE] All right, thank you. Have a great day. Bye bye.
[CUSTOMER][POSITIVE] OK you too bye bye.