AccountId: 011433970860
ContactId: a468e7c9-5b62-4d77-a9e4-5472fb3a6a5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352019 ms
Total Talk Time (AGENT): 133727 ms
Total Talk Time (CUSTOMER): 175309 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/a468e7c9-5b62-4d77-a9e4-5472fb3a6a5a_20250319T17:51_UTC.wav
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[CUSTOMER][NEUTRAL] Working now.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I was calling I was calling to ask a couple questions. I have a policy and I had a claim in, uh, from October till about January, but I needed to know, is there a limit on the time frame I could make another claim? I have to have a surgery and I need to be off work for uh.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Part of the month in order to recover from that surgery and stuff and I have to have pre-op and all of that stuff. So I need to know if I, if I could file a claim so that I could be, you know, taken care of financially while I'm off.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can help you with your claim information, sir. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Oh, OK, um.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Policy number is gonna be my name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's 02514.
[CUSTOMER][NEUTRAL] 9 and I don't have my gloves on.
[CUSTOMER][NEUTRAL] 9, I think that's 62.
[AGENT][NEUTRAL] OK, let me try that one, let's see.
[AGENT][POSITIVE] Yes, that worked.
[AGENT][NEUTRAL] OK, I'm gonna need for you to please verify your policy for me. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'm also going to need your address, phone number and email address that we have on the policy for you, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What else?
[AGENT][NEUTRAL] Your email address and phone number.
[CUSTOMER][NEUTRAL] Email is uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then one last verification, your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, sir, and if we get disconnected, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much for verifying your policy for me.
[AGENT][NEUTRAL] OK, let's see what you got going on here.
[AGENT][NEUTRAL] OK, so on your policy, and this is just to verify your coverage, it's not a guarantee of payment. You have to wait 14 days from the day that you are.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Off of work and you can no longer work from the day of the accident, 14 days before you can start to file a claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what does that mean?
[AGENT][NEUTRAL] So that means you'll have to be out for 14 days before you can file a claim.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Before I could
[CUSTOMER][NEUTRAL] OK, so as long as I've been out because I, I just, you know, I know that uh my claim was closed down in January. I didn't wanna, you know, I wanted to know when I can file another one because I have to have that surgery and I have to do all of that pre-op stuff and all of that. So all I have to do is be off for 14 days before I can file the claim.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right, um, so, and you know the process because you just went through it, you'll have to get your employer to fill out their part, the doctor to fill out their part, and then you fill out your part. You will have to start the claim process all over again and send in the information that your claim form requests and then it'll go to an examiner and the examiner will examine the claim and um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Work from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the only part of the process that's different is, um, an independent contractor, so there's no employer filling out anything. I went through that before I had to call, uh, a different department, and they, they took care of the part that they needed to do or whatever, so I think I still have the number for that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] So, um, yeah, so once it once it's been 14 days, I'll be cleared to go ahead and submit the claim because I have that doctor's appointment on Saturday and I know the doctor has to fill out some stuff, so I want to make sure I talk to you all first because I don't wanna have to go back to the doctor to have them fill out because it's hard to get the doctors to fill out the forms. You gotta be there for the appointment, yeah, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] That's what I needed to know because I don't wanna run into a bottleneck of having a problem because I have to be off and then have the surgery and then they told me that I have to be off for like.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 10 days after the surgery.
[CUSTOMER][NEUTRAL] And then after that I'll be able to go back to work and then the claim would be closed, but I need to be able to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Make money between the sur now and then the surgery.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, yes. Go ahead and take that uh online form with you to the doctor and, and file and then it'll go through the examination process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Will do thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. And I hope your surgery goes well for you. Is there anything else I can help you with before we go, sir?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] OK, thanks for calling APL. You have a wonderful night.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Alright thank you bye.