AccountId: 011433970860
ContactId: b15c690d-29a5-4223-8d89-b2f1efbc25a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199089 ms
Total Talk Time (AGENT): 75478 ms
Total Talk Time (CUSTOMER): 93958 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b15c690d-29a5-4223-8d89-b2f1efbc25a8_20250220T21:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm logged in to the website and I am a little confused by the wording of some of those things, so.
[CUSTOMER][NEUTRAL] I, I wanna file an accident claim, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm wondering if I can.
[CUSTOMER][NEUTRAL] Mail the it it well on one site it says you can mail the form or fax the form and then on another but then it also says you know consider filing online for faster claims.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it do I just upload the form?
[CUSTOMER][NEUTRAL] That I would have mailed.
[AGENT][NEUTRAL] Right, you'll upload, um, you'll upload your claim form and then whatever documents you're submitting with it.
[CUSTOMER][NEUTRAL] Like as a PDF?
[CUSTOMER][NEUTRAL] OK, perfect. Um, that's my first question. My second question was if this is for.
[AGENT][NEUTRAL] Well, hold on one second. May I have your name?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Let's see if I can find it. Would that be the same as the member certificate number?
[AGENT][NEUTRAL] Yes, it should just start with a 01 or 02.
[CUSTOMER][NEUTRAL] Yep, it's 02440297.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK, I'm doing this on behalf of.
[CUSTOMER][NEUTRAL] An employee, so that was his member certificate number.
[AGENT][NEUTRAL] Oh, you're calling from a group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and um I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] And his date of birth is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. Um, so yes, you'll just need the accident claim form and then depending on what, on that first page, they'll show you what documents are needed and then on the online service center you'll just go to um upload documents and it'll, you know, take you to the file to attach it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yup. OK. Cool. That's great. That's my first question. My last question for you. Uh, this is for an accident that happened in September. Is it OK to still do this?
[AGENT][NEUTRAL] Let's see, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh yeah, this policy has been active since [PII]. So as long as the policy is active, you can file a claim at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Uh, that's all. Thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome. Bye bye.