AccountId: 011433970860
ContactId: bc731d00-d687-4fc6-a8e4-f116df6e9f58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340679 ms
Total Talk Time (AGENT): 157840 ms
Total Talk Time (CUSTOMER): 124928 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/bc731d00-d687-4fc6-a8e4-f116df6e9f58_20250321T19:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEGATIVE] Uh yeah, hi. I'm trying to submit a claim for my daughter and it keeps giving me an error.
[AGENT][NEUTRAL] OK, I can help you with your claim, sir. Can you please give me your name and your policy number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And the policy number is, give me one moment, let me get that.
[AGENT][POSITIVE] Yes, sir. Take your time.
[CUSTOMER][NEUTRAL] Alright, policy 254-865-9.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also, can you verify your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And email address [PII] and phone number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And if we get disconnected, sir, is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you're trying to submit the claim through the online service center?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Were you able to get into the online service center?
[CUSTOMER][NEUTRAL] Yeah, I got, I got in and we wants me to add the files and stuff and then when I add on it's the it's been saying oops there was an error or something to call that number.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what device are you using to upload the files?
[CUSTOMER][NEUTRAL] Um apple.
[AGENT][NEUTRAL] Is it a phone or is it a tablet, it's a phone? OK, you're gonna have to need to use a tablet or a laptop because it doesn't support phone, um, for security reasons, it, it does not allow people to upload on their phones.
[CUSTOMER][NEUTRAL] Uh, phone, yeah, yeah, it's a phone.
[CUSTOMER][NEUTRAL] OK. I, when I submitted a claim the other day and I guess I just forgot uh to do the claim form or something, so they denied it or whatever. Um, I did that on my phone.
[AGENT][POSITIVE] Oh, it did, it took it? Oh, that's amazing.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, if it's not doing it now, I believe that is probably the reason why is because you're trying to use your your telephone.
[CUSTOMER][NEUTRAL] OK, alright, um.
[CUSTOMER][NEUTRAL] Alright, um, now let me ask you a question since I already submitted for this claim, right? Can I just submit, do I need to just submit another claim and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Then, um, just do the claim form or do I need to send you guys all the paperwork again from the hospital for the doctor?
[AGENT][NEUTRAL] I believe you, let me look and see what the remark is on the claim. Which daughter is it for, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, let me look.
[CUSTOMER][NEUTRAL] Yeah, and you guys, you guys have your name spelled wrong too, I see.
[AGENT][NEUTRAL] I can fix that.
[CUSTOMER][NEUTRAL] Yeah, it's just, it's just two ends, it's just two ends versus 1.
[AGENT][NEUTRAL] For you, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's telling us that we just need the claim form.
[AGENT][NEUTRAL] Given a detailed description of the accident or diagnosis of sickness.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Now could I email something like that, or how would I have to submit that?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] We don't accept email but you can use um our fax line if you'd like to do that or you can mail it in if you can't get to a computer.
[CUSTOMER][NEUTRAL] OK, alright, uh, I can fax it.
[AGENT][NEUTRAL] Yes, let me give you the fax number.
[CUSTOMER][NEUTRAL] Alright, and
[AGENT][NEUTRAL] The fax number
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, that's [PII].
[AGENT][NEUTRAL] Yes, that's correct. And [PII] with [PII], you said, is that correct?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][POSITIVE] OK, alright, I'm gonna get that name fixed for you right away. Is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, and then, um, how long does it typically take after I fax that over to you guys?
[AGENT][NEUTRAL] It'll take 7 to 10 business days to process the claim.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, do I need to put like a cover sheet or anything like that or?
[AGENT][NEUTRAL] I would put a cover sheet and um refer to claim number let me give you the claim number.
[CUSTOMER][NEUTRAL] Yeah, I, I have it on my online portal.
[AGENT][NEUTRAL] Q
[AGENT][NEUTRAL] Oh, OK, yeah, the 357-8001, just prefer claim number and maybe even just say missing claim form, submitting missing claim form.
[CUSTOMER][POSITIVE] Uh alrighty, sounds good.
[AGENT][NEUTRAL] OK, anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, you have a great weekend and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye sir