AccountId: 011433970860
ContactId: d258f9ae-6ab6-4f38-a227-f69da493c160
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245389 ms
Total Talk Time (AGENT): 62274 ms
Total Talk Time (CUSTOMER): 145744 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/d258f9ae-6ab6-4f38-a227-f69da493c160_20250103T19:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I have, I would like to uh make some claims online, but, uh, I did it two years ago, but I, I haven't done it in the last two years, and I don't remember exactly how to.
[CUSTOMER][NEUTRAL] I know that I have to
[CUSTOMER][NEUTRAL] Upload documents, but I don't know what's the first step. Could you tell me?
[CUSTOMER][NEUTRAL] I'm right now on, on the computer, so.
[AGENT][NEUTRAL] OK, let me go ahead and pull up your policy and I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your policy number?
[CUSTOMER][NEUTRAL] My policy number is
[CUSTOMER][NEUTRAL] 13139.
[AGENT][NEUTRAL] That's your group number. It would be um the certificate number.
[CUSTOMER][NEUTRAL] 00, sorry. Yes, here it is. 2079609.
[AGENT][NEUTRAL] Can you verify your um date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, what about a work email?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What about a work email?
[CUSTOMER][NEUTRAL] Uh, my work emails [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I was doing that that net.
[AGENT][NEUTRAL] I came myself.
[AGENT][NEUTRAL] OK thanks. So you said you're needing help uploading a claim, um, filing a claim on the online.
[CUSTOMER][NEUTRAL] Yeah, I would like to start a new claim in a deal 2 years ago, but I haven't done it again. So I don't remember what's the first step. I, I'm on the website right now where it says claims and forms and then says file um online.
[CUSTOMER][NEUTRAL] Or oh, go.
[CUSTOMER][NEUTRAL] OK. Oh.
[AGENT][NEUTRAL] OK, if you're if you logged into your online portal, it would be where it says file a claim and then you would upload the documents.
[CUSTOMER][NEUTRAL] I just I I load the documents so I don't have to do something else before.
[AGENT][NEUTRAL] Correct, you would upload the documents that you want to file and that's, that's basically sending a claim over to us. That's filing a claim.
[CUSTOMER][NEUTRAL] Ah, OK, I thought that there was a
[CUSTOMER][NEUTRAL] A step before that. So just upload files and that's it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and something else, um.
[CUSTOMER][NEUTRAL] I have my surgery in [PII], already claimed that. But other than that, after that, I got just uh.
[CUSTOMER][NEUTRAL] Mammograms, ultrasounds.
[CUSTOMER][NEUTRAL] The pill, and I'm under a treatment for my bones because the pill I'm taking makes my bones get weak.
[CUSTOMER][NEUTRAL] Uh, I want to know if it's something that I can. Those are things I can upload or not, those expenses and the is it too.
[AGENT][NEUTRAL] Um, you can just go and upload whatever you have and we can take a look at it and we can make a determination, um, if it's something that we would cover or not.
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[CUSTOMER][NEUTRAL] OK perfect so I just load files and you decide.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] No the last.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. So, thank you.
[AGENT][NEUTRAL] Alright I see, was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] No problem. Well, thanks for calling A. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh.