AccountId: 011433970860
ContactId: aecaf1fa-9302-4790-aafa-d9cfce4c25de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400100 ms
Total Talk Time (AGENT): 160950 ms
Total Talk Time (CUSTOMER): 185736 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/aecaf1fa-9302-4790-aafa-d9cfce4c25de_20250213T19:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I have a question about filing a claim.
[CUSTOMER][NEUTRAL] Uh, I was just filing a wellness claim and.
[CUSTOMER][NEUTRAL] I filled out the form and submitted it, but I also uploaded files.
[CUSTOMER][NEUTRAL] Uh, documentation and is that what I'm supposed to do because it gave me two, it's like two separate numbers, two separate.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Uh, OSSC numbers, so.
[CUSTOMER][NEUTRAL] It's different than it was in the past.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, I, I can help you with your claim. Can I first get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you Ms. [PII] and then what is your policy number?
[CUSTOMER][NEUTRAL] 709359
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then I'll also need for you for security reasons to verify your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] OK, address is [PII].
[CUSTOMER][NEUTRAL] Phone number [PII].
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Email
[CUSTOMER][NEUTRAL] OK. [PII] well I have two different ones. [PII].
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] Let me, OK.
[AGENT][NEUTRAL] That's the one that I'm showing that we have on file for you. OK, let me look and see um.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Your claims real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you did the online service center, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, on this policy number that you gave me 709359, I'm showing that on the last claim that was reported was [PII] and it was paid by direct deposit.
[AGENT][NEUTRAL] Let me look and see if you have any other.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh OK, what I'm looking at is where I just submitted, I just submitted a claim today.
[AGENT][NEUTRAL] Let me look and see if you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I can see it on my screen. I can see.
[CUSTOMER][NEUTRAL] A number I can see a number.
[CUSTOMER][NEUTRAL] For, um,
[CUSTOMER][NEUTRAL] 2 OSC numbers.
[CUSTOMER][NEUTRAL] For one for documentation and one for the form.
[AGENT][NEUTRAL] OK, I'm not.
[CUSTOMER][NEUTRAL] I don't know if you can see that yet.
[AGENT][NEUTRAL] OK, is it for you? Is the claim for yourself?
[CUSTOMER][NEUTRAL] It's no, it's for my husband, [PII].
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] Let me look at him. OK, I do see the ones that you submitted today.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but it's like, it's like one claim.
[AGENT][NEUTRAL] And we have received them.
[CUSTOMER][NEUTRAL] But is that a problem? I mean, is that the way I'm supposed to do it?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you should normally you can submit your claim form with your documents if it allows you to do that, but if you had to submit them separately, that's OK because we're showing that they came in on the same day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I didn't see a way to.
[CUSTOMER][NEUTRAL] OK, I didn't see a way to do that. It's it was a totally different form than I've used before.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. Yeah, it's
[CUSTOMER][NEUTRAL] I didn't see it's like two separate, OK, all right.
[AGENT][NEUTRAL] It's going to be OK. It's
[AGENT][POSITIVE] Mm yeah it's gonna be OK because it showed that they.
[CUSTOMER][NEUTRAL] I just, it's like there's two choices.
[AGENT][NEUTRAL] Right. I understand. It's a little confusing sometimes.
[CUSTOMER][NEUTRAL] I just see a choice for the document in the claim form, but the, the claim form doesn't prompt you to attach anything to that actual form, so in the past I think it did, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It used to be a very a long form and this is a.
[AGENT][NEUTRAL] Right, but they both came in.
[CUSTOMER][NEUTRAL] OK, so if I, so it should work out alright.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] They both came in on the same day, so when they pull up the claims and the claims department and their sequence, the number sequence is um.
[AGENT][NEUTRAL] It's goes from number 39 to number 41, so that shows that you did it one after the other.
[CUSTOMER][NEUTRAL] Well,
[AGENT][POSITIVE] I think you're gonna be fine, um, because.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They can pull them up and see that you've got that claim form and then that information that you sent that claim form goes with it.
[AGENT][NEUTRAL] So it just gave you 2 confirmation numbers because there were 2 submissions.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, OK, I just don't, I didn't see a different way to do it, so anyway.
[AGENT][POSITIVE] Right, I think you did fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you did, OK.
[CUSTOMER][NEUTRAL] Alrighty, maybe I'll study it further and see if I can figure out another way to do it together but I mean, not for this one, not for this one, but in the future.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. OK.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] Oh, no, no, that's all.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, you're very welcome you have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK thanks bye.
[AGENT][NEUTRAL] Bye bye.