AccountId: 011433970860
ContactId: d2c9fee4-cf77-460d-92c9-adb8034a90ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173320 ms
Total Talk Time (AGENT): 95161 ms
Total Talk Time (CUSTOMER): 86912 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/d2c9fee4-cf77-460d-92c9-adb8034a90ce_20250620T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, I'm calling from a broker's office, and I just have a question regarding claims under the new, you know, the website for that we go into the broker website. Is there a place to get like the, the actual claim forms for a hospital claim and uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, what does the guy need? a hospital and a gap claim.
[AGENT][NEUTRAL] You don't have to log in to get that. You can get that on the front page of the online service center if you go to the home page before you sign in.
[CUSTOMER][NEUTRAL] Uh, hold on, let me log, let me log in real quick. I just got my password. Hold on a second.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem. You don't have to log in to get the claim forms.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You don't? OK, so where do I go?
[AGENT][NEUTRAL] No, on the, on the front page when you go to [PII] there's a tab that says claim and forms.
[AGENT][NEUTRAL] And you click that and scroll down or you mean like a gap claim form?
[CUSTOMER][NEUTRAL] Yeah, I need a gap claim form and he needs a hospital. He doesn't want to do it online. Oh, claims, claims and forms there?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, on page 2, scroll down, you'll get to the forms or in alphabetical order of the hospital indemnity and the gap, the med link is on the 2nd page, yeah.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] I got you. OK, so I don't have to actually go into my portal.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, and is there like some kind of document that I can send to him also on how to file a claim electronically? I know we used to have one of those.
[AGENT][NEUTRAL] Um, let me see, hang on just a second.
[CUSTOMER][NEUTRAL] Somewhere that somebody sent me.
[AGENT][NEUTRAL] Yeah, I think we do. Let me get one. I'm gonna look, open up my marking folder. Give me one second.
[AGENT][NEUTRAL] should be in here.
[CUSTOMER][NEUTRAL] Oh, look at all the forms that are here. Was this always here or this something new?
[AGENT][NEUTRAL] Mhm. No, it's always been there. Well, in the last, it's been there since, oh, I've been here 3 years. It's been there since then, yeah.
[CUSTOMER][NEUTRAL] Oh boy, OK.
[AGENT][NEUTRAL] It's OK. A lot of people don't know. Um, let's see.
[CUSTOMER][NEUTRAL] Cause I'm, I never go, I just go right into the broker, you know, into our broker uh site.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, and that's changed in the past couple of weeks, OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Let's see my policy and my wellness, so there's a whole, yeah, there's a whole thing on like a whole um OSC user guide for the insured that I can send to you to show them how to file claims and all that once they get inside. Um, what email address do you want me to send that to you?
[CUSTOMER][NEUTRAL] Uh, can you send it to [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yeah I'll send it over now.
[CUSTOMER][NEUTRAL] So it goes to the administrators and they can save it, huh?
[AGENT][NEUTRAL] OK, yeah, I can send that over now, not a problem, and I'm sorry I didn't catch your name. What was your name?
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, alright. OK, yeah, I'll email that over. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, that's all. Thank you so much.
[AGENT][POSITIVE] You're most welcome. You have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.