AccountId: 011433970860
ContactId: a19db744-a637-4ff8-9141-a7e189a4ec74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245050 ms
Total Talk Time (AGENT): 118022 ms
Total Talk Time (CUSTOMER): 45711 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/a19db744-a637-4ff8-9141-a7e189a4ec74_20250207T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII].
[AGENT][NEUTRAL] Hi. OK, so either I spelled your name wrong or
[AGENT][NEGATIVE] I am not finding you in the system.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEGATIVE] So [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] that's where I went wrong. OK. Let me check real quick.
[AGENT][NEGATIVE] Sorry, I was having, the system was not wanting to cooperate, none of my drives popped up.
[CUSTOMER][POSITIVE] Oh, you're good.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah, I'm not.
[AGENT][NEUTRAL] There you are, there you are. OK, so you have an A3 policy, so an accident policy?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And what did you need on to know about that policy?
[CUSTOMER][NEUTRAL] Uh, so, like, I don't have any information on it, so I don't have a card. I don't have like what the policy covered.
[AGENT][NEUTRAL] Yeah, there, yeah, there is no card for this policy. Um, so there would be a claim form. You can go online to our website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you had an accident and ended up going to the hospital or whatever, um, you can certainly, excuse me, file a claim.
[AGENT][NEUTRAL] Um, just go to our website and.
[AGENT][NEUTRAL] Under the, it'll say claims and forms I believe.
[AGENT][NEUTRAL] And you can just pull the accident claim form and let me give you your policy number.
[AGENT][NEUTRAL] Once, once my system decides to cooperate again.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] It's gonna be a long day if everything is as slow as this.
[AGENT][NEUTRAL] OK, [PII]. So your policy number, are you able to write or are you driving right now?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Uh, you're good. I
[CUSTOMER][NEUTRAL] I, uh, well on my computer and drive all the time so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I, I, I type it. I'll type it on my phone.
[AGENT][NEUTRAL] OK, it's 780.
[AGENT][NEUTRAL] 942.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just put then I just put that policy number in on the on the thingy, you know.
[AGENT][NEUTRAL] On the, yeah, on the claim form, just put that policy number.
[AGENT][NEUTRAL] And go ahead and
[AGENT][NEUTRAL] You can either uh fax in your claim or you can um mail it in.
[AGENT][NEUTRAL] Now with it being an individual policy, I don't know if it would be on our online service center but you can certainly try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try to do it to where I can do it online.
[AGENT][NEUTRAL] You can, you can just upload everything. Yeah, you can see if you can do it. Um, typically, I don't know that we do that on individual policies, but you can certainly try it.
[CUSTOMER][NEUTRAL] OK, yeah, because last time I had a claim I didn't do it. I just, I think I just called up there you guys did it, so, uh, but that was a while back, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright yeah I will uh do that when I get home.
[AGENT][NEUTRAL] All right. And if, you know, if you run into any snakes, just give us a call back, OK?
[CUSTOMER][NEUTRAL] OK, will do.
[AGENT][POSITIVE] All right, [PII]. You have a great day.
[CUSTOMER][POSITIVE] Alright thank you too.
[AGENT][NEUTRAL] Mhm. Bye-bye.