AccountId: 011433970860
ContactId: 8e61d847-ea84-4ef5-8ab3-532551054287
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239100 ms
Total Talk Time (AGENT): 97801 ms
Total Talk Time (CUSTOMER): 92824 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/2025/05/27/8e61d847-ea84-4ef5-8ab3-532551054287_20250527T16:17_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] So, uh, I, I have an insurance policy through you guys, an accidental insurance policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I had my front teeth knocked out over the weekend and I had to go get them fixed and I was wondering how to file a claim.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like how do I go about filing a.
[AGENT][POSITIVE] Oh, I can help you with that. And your name is?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I don't have I don't have anything like.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Readily accessible anyway I don't, I'm not saying that I don't have it on the computer or something, but I don't, I've never had like a.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Piece of paper and less maybe 10 years ago when I filled out for the policy.
[AGENT][NEUTRAL] OK, and spell your last name again for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me.
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, billing address or mailing address would probably be [PII].
[CUSTOMER][NEUTRAL] And then uh email is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It'd be [PII].
[AGENT][POSITIVE] Awesome, OK.
[AGENT][NEUTRAL] And OK, what we would need is you need to fill out a claim form that we do have available on our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we will also need any itemized billing in regards to that accident, showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So could I just print off that claim form basically fill everything out and then email it back to an email or does it have to be mailed or faxed or?
[AGENT][NEUTRAL] Um, you can mail, fax, or, uh, we do have an online service center where insurers can view their policy as well as, um, check claim status and submit claims from the site.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that site is at [PII] on the claim form, it does have our mailing address as well as our fax number to submit claims.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there,
[CUSTOMER][NEUTRAL] Alright, so I basically would just.
[CUSTOMER][NEGATIVE] I just send that stuff in and then you guys you over everything and then get back to me basically I've, I've just never filed it before so I don't know how this works.
[AGENT][NEUTRAL] I understand, uh, but yes, sir, once uh you fill out the claim form and submit the billing with diagnosis codes and they process, they will send out an explanation of benefits, and they do have a feature on our online service center of sending a text message on when a claim is received and when it was processed.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you sign up, you'll be able to uh use that.
[CUSTOMER][NEUTRAL] To track it kinda.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK all right well I appreciate your time and thank you.
[AGENT][NEUTRAL] Uh yes, sir. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, I think that's it. If I have any other questions I can call back.
[AGENT][POSITIVE] All right. Well, I thank you so much for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.