AccountId: 011433970860
ContactId: d14d5113-c363-4984-92ca-237eaa58a9e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 503929 ms
Total Talk Time (AGENT): 216873 ms
Total Talk Time (CUSTOMER): 205808 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/d14d5113-c363-4984-92ca-237eaa58a9e9_20250305T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I've, I'm paying $9 a month American public insurance premium, and I'm not quite sure what that is.
[AGENT][NEUTRAL] OK, I can help you with your policy, ma'am. Can I please get your name?
[AGENT][NEUTRAL] And your policy number.
[CUSTOMER][NEUTRAL] I don't know the policy number.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's nothing on the draft that I can look at. But my name is [PII], and I live in [PII].
[AGENT][NEUTRAL] Yes, sir. I
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII]. And you live in [PII], you said?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, Ms. [PII], let me see if I can find you by the name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You spell it [PII]?
[CUSTOMER][POSITIVE] [PII], yes.
[AGENT][POSITIVE] Yes, OK, thank you.
[CUSTOMER][NEUTRAL] Revolutionary micro.
[CUSTOMER][NEUTRAL] Everybody
[AGENT][NEUTRAL] OK, Ms. [PII], I do have the policy pulled up.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] And can you please verify your date of birth for me for security reasons?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And then also your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't know what phone number I've had this coming out so long, uh, see [PII] or [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you and then one last verification can you give me your email address?
[CUSTOMER][NEUTRAL] I have no idea which one you're using. [PII], [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. I don't know which one you're using.
[AGENT][NEUTRAL] OK, I've got the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look at this.
[AGENT][NEUTRAL] All right, Ms. [PII], let me check your policy.
[AGENT][NEUTRAL] It looks like this is an accident policy that you've been, you've had uh since.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, I was trying to find it. Uh, I had an accident. I forgot I had a policy.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And uh I've been paying to have treatments for my accident and then I thought, wait a minute, don't I have an accident policy?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] My car ran over me.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] And uh I never ended up in the hospital because I could stand up and walk. But then I got this horrible, horrible, horrible lump on my leg. And uh so I went to the chiropractor instead of the hospital. She said, you know, I, that she couldn't tell that I needed anything else, but it's been costing me about $100 a week to just to get the ultrasound and all that stuff on that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Now if you wanted to.
[CUSTOMER][NEUTRAL] I'd like to file a claim if possible. Yeah.
[AGENT][NEUTRAL] Yes, if you'd like to file a claim, I can give you, um, there's two different ways you can do it. You can sign up for our online service center. I can give you that address so that you can sign up and file the claim, um, electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That, um, address is
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, just a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hang on.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] [PII]
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] Once you get into that website, the first option you're going to choose is a new user, you're gonna be a new user.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the second option that you're gonna choose is you're an individual with a policy.
[CUSTOMER][NEUTRAL] OK, do you have my policy number?
[AGENT][NEUTRAL] Yes, ma'am. Let me get that to you.
[AGENT][NEUTRAL] OK, your policy number is 71122.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I in public.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you'll need to use your current phone number.
[AGENT][NEUTRAL] And your and your email address the [PII].
[CUSTOMER][NEUTRAL] So what's my current phone number you have on file?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] So that's what
[CUSTOMER][NEUTRAL] Now, what's the other way that we can, yeah.
[AGENT][NEUTRAL] If you wanted to mail it in yourself or fax it in yourself, we have a website that you can go to to get the claim form.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm OK.
[AGENT][NEUTRAL] And let me give you that website, it's [PII].
[CUSTOMER][NEUTRAL] OK. What is that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And when you get to that
[CUSTOMER][NEGATIVE] When I bought this policy, it was not this, this name, was it? It was something else.
[AGENT][NEUTRAL] American Public Life.
[CUSTOMER][NEUTRAL] [PII], was that what it was? I thought it was another.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, way, way, way back a long time ago, yes.
[AGENT][NEUTRAL] It did have a different name.
[AGENT][NEUTRAL] But that on that website to get the claim form on the top right hand corner you'll see claims and forms.
[AGENT][NEUTRAL] And you'll click on claims and forms and then you're gonna choose the accident claim form.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And you can download that claim form and that first page on the claim form is a cheat sheet that tells you everything that you need to send in with your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I was trying to save money, so I didn't go to the emergency room, but I really didn't need to. The chiropractor was able to help me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'm still looking at this lump, so I might have to end up going to the doctor, figure out what to do about it.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Well, I hope you get it taken care of.
[CUSTOMER][POSITIVE] But for a [PII] woman, I looked pretty good.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] For a great big old I was trying to hold the thing and it kept running up and it came up over to, over my thigh and um I was hollering and hollering and finally somebody came and helped me.
[AGENT][NEUTRAL] Ah,
[AGENT][NEGATIVE] Oh, my goodness. Oh my gosh. That, that is very scary.
[CUSTOMER][NEGATIVE] Oh yeah, yeah, that's very scary.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I mean, I thought I was gonna die.
[CUSTOMER][NEGATIVE] But I, I, I was able to stand up so I didn't break anything. But boy was I in pain for 3, about a week. I couldn't even move. It was terrible.
[AGENT][NEUTRAL] All
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much and my policy number is 7122.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] I appreciate it. Thank you. Bye-bye.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed day and we thank you for calling APL.
[CUSTOMER][POSITIVE] Alrighty bye bye.
[AGENT][NEUTRAL] Bye bye.