AccountId: 011433970860
ContactId: 8f3d0ccf-5150-4148-9eb9-323264ee77e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227830 ms
Total Talk Time (AGENT): 106788 ms
Total Talk Time (CUSTOMER): 107007 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/8f3d0ccf-5150-4148-9eb9-323264ee77e7_20250501T17:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to get started filing a claim and I went online and asked me for some information and it just I don't know, I can't get it to work. I have a policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can help you with your claim, sir. Can you please give me your name and your callback number just in case our call is dropped, I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Of course it's [PII].
[CUSTOMER][NEUTRAL] And the phone number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is that policy number that you have?
[CUSTOMER][NEUTRAL] It's 02522250.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Mr. [PII], I'll need for you to please um verify your policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address that's on the policy?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And what else on the policy did you need? What else?
[AGENT][NEUTRAL] Do you have the email address and the phone, cell phone number?
[CUSTOMER][NEUTRAL] Do you have
[CUSTOMER][NEUTRAL] Well, I've got mine. I don't know if it's mine or my wife's. It's [PII]. The phone number is the same I gave you a second ago.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, alright, thank you so much. I appreciate you verifying your policy.
[AGENT][NEUTRAL] So you're in the online service center now and you're trying to file a claim.
[AGENT][NEUTRAL] Through the online service center and and
[CUSTOMER][NEUTRAL] Well, it's uh I I hit I hit new user new user. I haven't done anything yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I put [PII] and it says and then it says list your social security number or member ID.
[CUSTOMER][NEGATIVE] And uh it didn't like that one. I put in my social security number. Do you have a member ID on this?
[AGENT][NEUTRAL] Um, actually this is going to be set up. Your wife is the policy holder, so all the information, yes, it'll have to be under the policy holder's information.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, alright, do you have a member ID for it for me so I can do that. I know the rest of her stuff.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] No, and I can't give it out unless she's there to give me the consent. I can give it to you.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, she's not here no no no that's fine she's at work, so that's OK um so it's her information. OK, that sounds fine. Alright, well, we'll we'll, uh.
[AGENT][NEUTRAL] Oh darn. OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] We'll mess with it then, uh, OK, and all the claim forms can I do them on, can I do all this online or do I have to actually fill out forms in person or and send them in?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you can do it, you can do it all online, um.
[AGENT][NEUTRAL] It depends on if you if the claim form has any uh physician's information that they need to fill out then you'll have to download the form and get the physician of course you know to fill out their part and then upload it back into the system but you can do it all right there through the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright, that sounds good thank you for the information and we'll get this filed. Thank you very much appreciate it.
[AGENT][POSITIVE] You're very welcome and I appreciate you calling APTL and you have a blessed day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye sir.