AccountId: 011433970860
ContactId: ab949e05-8888-41fd-a2a4-6bda7b1b30f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386600 ms
Total Talk Time (AGENT): 177217 ms
Total Talk Time (CUSTOMER): 147441 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/ab949e05-8888-41fd-a2a4-6bda7b1b30f4_20250624T20:55_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] Yes ma'am, we submitted an accidental claim form on [PII] and we mailed it and we just haven't received anything. I just wanted to check just to make sure y'all received it or the status of it.
[AGENT][NEUTRAL] OK, sure, yes, I can assist you with claim status, and may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, the policy is under [PII], my husband, he's right here beside me, and, um, but the claim was for our, our son [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And thank you and Miss [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 00518916.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] For security, may I have your date of birth and mailing address on file?
[CUSTOMER][NEUTRAL] My date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] and the mailing address is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, let me check and see if I can find that.
[AGENT][NEUTRAL] Please
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you said this is for [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah. Mhm.
[AGENT][NEUTRAL] For time, part time. Mm, OK.
[AGENT][NEUTRAL] Oh, what address did you send the claim to? I don't see it here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, the address that we submitted it to is the address on the claim form, which is [PII] to the APL claims department in [PII].
[AGENT][NEUTRAL] That's an old claim form. That was an old address.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well that's on the current form that's online.
[AGENT][NEUTRAL] We have changed that address a couple of years now.
[AGENT][NEUTRAL] Um, the form online is a different address. It's the one in [PII]. Um, what I can do is send you the claim form that, uh-huh, go ahead.
[CUSTOMER][NEUTRAL] Did you hear me?
[CUSTOMER][NEUTRAL] OK, it is.
[CUSTOMER][NEUTRAL] Oh, go ahead, can you submit them online now?
[CUSTOMER][NEUTRAL] Or do they still have to be mailed or faxed?
[AGENT][NEUTRAL] Yes, if
[AGENT][NEUTRAL] You can submit them online. All you need to do is to create your account online and you can send in claims online.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, all right, um.
[AGENT][NEUTRAL] You will, uh-huh, you just, mhm, yeah, let me give you the website where you go. Mhm, yes, let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes, will you send that to me again?
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], uh, the, the website that you're gonna go to is [PII]. Again, that's Am like in the morning, [PII].
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] When you get there, you're gonna click on sign in.
[AGENT][NEUTRAL] And you're gonna click on create account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the email address for me before we continue?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The email address that's assigned to the account?
[AGENT][NEUTRAL] Yes, the email address.
[CUSTOMER][NEUTRAL] OK, um, I guess it's [PII].
[AGENT][NEUTRAL] OK, yes. Um, so once you go into insured and takes you to the page where you need to put the information in, you're gonna put the last name, the email we have on file, which is the one that you just mentioned to me, and the date of birth of the main holder.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] The White House is all.
[AGENT][NEUTRAL] click next.
[CUSTOMER][NEUTRAL] Alright, and then we just set it up and um submit it through that.
[AGENT][NEUTRAL] Yes, once you create the account, you can submit claims online. Um, if you need just a claim form, you just go back to that page at [PII], and there is a link that says claims and forms. You're gonna click on that and you're gonna get the claim form for accident. I believe it's the first one in that list.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, uh, is there since we mailed it going on a month ago, I mean we're not gonna get something back that says we're out of our time frame are we?
[AGENT][NEUTRAL] Oh no, uh, um, we don't have timely filing limits, um, as long as you went to get service, um, within 72 hours of the accident, like if you had service, no matter if you'd send a claim, um, the year after, as long as you had service rendered before, like after 72 hours after the accident.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, so we're good. I'll get this submitted this afternoon. Thank you very much.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, you're welcome. Is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. That's all.
[AGENT][POSITIVE] OK, thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] Oh, you too, bye bye.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello?