AccountId: 011433970860
ContactId: d19272c6-915f-45d0-ad01-3d05fcec54dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 443980 ms
Total Talk Time (AGENT): 154439 ms
Total Talk Time (CUSTOMER): 172929 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d19272c6-915f-45d0-ad01-3d05fcec54dc_20250620T18:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good evening, madam. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing great. Uh, I want to.
[CUSTOMER][NEUTRAL] Ask about my policy number at the same time get somebody help me fill my uh claim papers.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, that's why I'm calling. I don't, I don't really have it the number with me.
[AGENT][NEUTRAL] Oh, OK, um,
[CUSTOMER][NEUTRAL] That's part of the.
[AGENT][NEUTRAL] I can look it up by your last name or social security number.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And what was your first name, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you know which policy you're wanting to file a claim for?
[CUSTOMER][NEUTRAL] I know it should be at the emergency uh emergency accident or, yeah, I think so.
[AGENT][NEUTRAL] Uh, OK, an accident?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Uh let me get that policy pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And before we continue, my daughter is here, he's going to help me fill the form.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's an area
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] At all
[AGENT][NEUTRAL] Oh, OK, is she, is she on the, oh, OK, hi, this is [PII] with American.
[CUSTOMER][NEUTRAL] Hi, hello?
[CUSTOMER][NEUTRAL] I'm, I'm here, sorry.
[AGENT][NEUTRAL] OK, um, OK, so, uh, was this for an accident? That's why I wanted to make sure. Is this we're filing for an accident claim?
[CUSTOMER][NEUTRAL] Yes, yes, it is.
[AGENT][NEUTRAL] OK, OK, and then um do you have the claim form or is that what you're needing?
[CUSTOMER][NEUTRAL] We have the claim form so we just need uh help uh filling it out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] And the policy number as well.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Let me get that form pulled up real quick.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so the policy number, are you ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it's 2504817.
[CUSTOMER][NEUTRAL] 650
[CUSTOMER][NEUTRAL] 17, OK, so 2504817 is the policy number, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK. And then on the accident claim form, so did you go to the emergency room?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, did they give like a print out like an itemization that showed what services were rendered, what his diagnosis was?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Um, so let's see.
[AGENT][NEUTRAL] Uh, you'll complete section A.
[AGENT][NEUTRAL] And then the
[CUSTOMER][NEUTRAL] Mhm, so section A is uh his name, address and all of that information, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, OK, we got that. We have, we also filled out section C as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so that is good.
[CUSTOMER][NEUTRAL] Uh, so my, uh, question is for section D.
[AGENT][NEUTRAL] OK, so for section
[CUSTOMER][NEUTRAL] I, I, I was wondering, mhm, go ahead.
[AGENT][NEUTRAL] Did he, was he in like a car wreck or was it a fall or a broken bone or what um what happened?
[CUSTOMER][POSITIVE] Correct. Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that would be.
[AGENT][NEUTRAL] OK, that would be motor vehicle accident on the 2nd column?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do we also need to fill out section E or is that is not?
[AGENT][NEUTRAL] Uh, that doesn't apply.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] OK, got you, thank you.
[CUSTOMER][NEUTRAL] We have the policy number that.
[CUSTOMER][NEUTRAL] And now I have, I think, 6.
[CUSTOMER][NEUTRAL] Oh, this is for the attendant, uh, uh, attendant physician statement. Do we have to fill it out or can he just add uh.
[CUSTOMER][NEUTRAL] The uh information he has from the uh emergency, uh.
[AGENT][NEUTRAL] Um, let me see, so that one, let me see.
[AGENT][NEUTRAL] Section G, OK.
[AGENT][NEUTRAL] And then uh you'll also need like do you have the motor vehicle accident report like the.
[CUSTOMER][NEUTRAL] Of course. Yes, we also have that too from the police, yeah.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK, perfect. Um, let's see.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Let me make sure if we need that. Let's see.
[AGENT][NEUTRAL] So did he go to a doctor, like a follow up, or did someone see him in the ER or?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes, he did, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it would be whatever um whatever physician saw him and can attest to what his accident was, like what his injuries were.
[CUSTOMER][NEUTRAL] OK, so does he actually have to send the form in for him to fill it out or can he just attach the information, the, uh, the papers he already has to it?
[AGENT][NEUTRAL] Um, he'd have to send it to the physician to fill out.
[CUSTOMER][NEUTRAL] To fill out, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I think that's it. No.
[AGENT][POSITIVE] OK, um, if you have any issues at all with it, don't hesitate to give us a call back and is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Oh no, thank you so much. You've been uh so much help.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you all have a good weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] That's what I sent.