AccountId: 011433970860
ContactId: d5a43c52-dc26-4470-b85e-dd8e7fbb5646
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475750 ms
Total Talk Time (AGENT): 146062 ms
Total Talk Time (CUSTOMER): 185248 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d5a43c52-dc26-4470-b85e-dd8e7fbb5646_20250602T16:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII], and I have, um, some policies with you guys. I've been trying to log in, um, and, uh, I
[CUSTOMER][NEUTRAL] It it says I don't have the right password, so then I say forgot password, and it sends me a verification code and then I
[CUSTOMER][NEUTRAL] Put the verification code in and it says sorry we can't find a user with this email so something's wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please, or one of your policy numbers, please?
[CUSTOMER][NEUTRAL] Well, um, let me just log in so I can find out, um.
[CUSTOMER][NEUTRAL] I can give you a claim number that would.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Shoot.
[AGENT][NEUTRAL] What was your first name again?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and the email address for me please.
[CUSTOMER][NEUTRAL] Um, date of birth [PII]. mailing address I think you have [PII] and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, the email is [PII]. Is that what you have?
[AGENT][NEUTRAL] Uh yes ma'am, see do you
[CUSTOMER][NEUTRAL] Yeah, that's, that's what I thought.
[AGENT][NEUTRAL] And do you have a callback number in case the call gets disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, see, and I'm so sorry for that with our online service center, we've been having technical issues and I've been trying to work on them, um, but I can send a request for a call back so someone can call you back and assist you.
[CUSTOMER][NEUTRAL] Um, well, I have a, you might be able to answer my question, so I have.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I, I sent in, uh, I, I got bit up, my hands got bit up by a dog. And then, um, so I sent in.
[CUSTOMER][NEUTRAL] Claims for the accident policy and the.
[CUSTOMER][NEUTRAL] I think the hospital policy um.
[CUSTOMER][NEUTRAL] And then I got a letter that said we need we need you to fill out this form and.
[CUSTOMER][NEUTRAL] And tell us exactly what happened. I thought that the, the doctor bill sort of explains the, the process. Um, anyway, so I, I, but I made two claims, I mean claims on two policies, and I only got the letter for one saying they need the explanation. So do I need to send to them twice and upload it to each policy or is one good enough?
[AGENT][NEUTRAL] No, it's just to your accident policy. Anytime you fill out the, uh, send a claim for an accident, you always have to fill out that claim form. But uh as far as your medical, I don't show that they're asking for a claim form. Give me one moment. It looks like it was.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Looks like I thought I saw the claim was processed, so give me one moment.
[AGENT][NEUTRAL] Let's see. Yes, ma'am. It looks like on your hospital indemnity policy, that one was processed on the [PII], and so a check had been mailed.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, for how much? Can you tell me how much?
[AGENT][NEUTRAL] $1150.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEUTRAL] But that one process it didn't require any additional information, just the one for the accident policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] All right. So when I, when you guys fix the system, I can upload it. Uh, also, in the letter they sent, there was a physician form, but I saw 3 different, I went to the emergency room twice and then went to a doctor's office. So 3 different physicians. Do you, is that mandatory?
[AGENT][NEUTRAL] And this is on that well and then at the heading of the claim form does it say accident claim form?
[CUSTOMER][NEUTRAL] I, um, I'm at work and I left the forms at home so I don't remember.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Alright, give me one quick.
[CUSTOMER][NEUTRAL] It says physician statement, I think.
[AGENT][NEUTRAL] Uh, give me one moment.
[AGENT][NEGATIVE] No, that's not the screen I needed.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] I don't believe that needs to be filled out. We only need your portion of that claim form.
[CUSTOMER][NEUTRAL] OK. And then, so I did the, did, I did, I know I did accident and then the other one you said was medical. Do I need, should I do the hospital indemnity as well? Does that cover emergency room visits?
[AGENT][NEUTRAL] Uh, you don't need to fill that, uh, claim form out for that one because that one was already processed and paid on the [PII].
[AGENT][NEUTRAL] And that was for the ER charge. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so that's the check that's coming.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's processed on the [PII].
[AGENT][NEUTRAL] Oh we on a different month. Give me one moment.
[AGENT][NEUTRAL] See, so process on the [PII], so it was mailed out on the [PII], so hopefully she'll receive that soon.
[CUSTOMER][NEUTRAL] Wait, is that the same check we were talking about before?
[AGENT][NEUTRAL] Yeah, that's the same information. This is on the hospital indemnity plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, so, well, thank you very much for your help. Um, I appreciate that checking us on its way, and then I'll, um, get that paperwork uploaded when I can get on the system.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, but hopefully it should be working. They say within 24 hours. So if you still have an issue, just give us a call back.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks so much. Bye-bye.
[AGENT][POSITIVE] Uh yes, ma'am. Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] OK.