AccountId: 011433970860
ContactId: a496034c-591b-4860-a81e-a65da2f95c3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191100 ms
Total Talk Time (AGENT): 93621 ms
Total Talk Time (CUSTOMER): 71095 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a496034c-591b-4860-a81e-a65da2f95c3e_20250423T20:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, yes ma'am, um, my name is [PII]. I've called twice to get an accident claim form and I hadn't received one yet.
[AGENT][NEUTRAL] OK, I'm sorry for that. Um, let me have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] But I think, I think this is it right here, uh, 206-455-3.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. For security, may I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] PO um date of birth is [PII]. Address is the mailing address is [PII].
[AGENT][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] All right. And um how are we sending this uh claim form to you? Is it through email or through fax or?
[CUSTOMER][NEUTRAL] A male
[AGENT][NEUTRAL] Oh, regular mail?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. Um, so the mailing address we have here is a little bit different of the mailing address you're giving us. In order to change that mailing address, we need to speak to Ms. [PII]. Is she available?
[CUSTOMER][NEUTRAL] No, she's at work. Do you have [PII]?
[AGENT][NEUTRAL] Uh-huh, yes, [PII].
[CUSTOMER][NEUTRAL] Yeah, if you mail it, if you mail it to that address, I'll get it also.
[AGENT][NEUTRAL] OK. I can go ahead and try to send it again.
[CUSTOMER][NEUTRAL] OK, alright, and how long do you have, uh, on a claim accident claim because this happened at the end of February.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, there's no timely filing limits for claims. Um, the only timely is whenever you have the accident, the time to report the accident is, um, there's like a time frame, like the time that you have to go and see the doctor after the accident. But to submit the claim form and the accident claim, um, there's no timely filing limits.
[CUSTOMER][NEUTRAL] OK, alright, well that's good. I got all my, I got all my paperwork in order. I got from the hospital and everything. I'm just waiting to get that claim form to mail y'all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Back to claim. OK, alright, if you can mail that again and I'll give it a, what, about 10 days.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] About, um, it goes regular meals, so it's about 5 to 7 business days.
[CUSTOMER][NEUTRAL] OK, where are you where are you out of [PII]?
[AGENT][NEUTRAL] It is gonna go out of, um, [PII].
[CUSTOMER][POSITIVE] Oh OK OK alright I'll be waiting on it then thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[AGENT][POSITIVE] Right. OK. You're welcome. Thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] That's it thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.