AccountId: 011433970860
ContactId: d61d67dc-1f54-40f4-8842-3d4cb9613c3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 639729 ms
Total Talk Time (AGENT): 355341 ms
Total Talk Time (CUSTOMER): 182110 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/d61d67dc-1f54-40f4-8842-3d4cb9613c3a_20250624T20:26_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi there my name is [PII], and I have.
[CUSTOMER][NEUTRAL] An accident plan with you.
[CUSTOMER][NEUTRAL] And I was wondering how far does that go back? I forgot to, uh, I forgot all about having the accident plan. I had a surgery on my knee.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're wanting to find out when your policy went into effect with APL?
[CUSTOMER][NEUTRAL] Well, I was wondering how far back uh I can file a claim for.
[AGENT][NEUTRAL] OK, yes, ma'am. I can help you with that. And Miss [PII], what is your phone number, your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] I don't know that.
[AGENT][NEUTRAL] OK, are you the subscriber on this policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your full social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you so give me a moment please to see if I can locate your information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's just a moment, it's still loading some information for me.
[CUSTOMER][NEUTRAL] APL, I found it.
[AGENT][NEUTRAL] Mhm, I have it.
[CUSTOMER][NEUTRAL] Oh, that's my, that's my hospital, that's my hospital indemnity. Where's my accident plan?
[CUSTOMER][NEUTRAL] Would I have two separate cards?
[AGENT][NEUTRAL] No, ma'am, you're not gonna have an ID card for the accident policy. It doesn't have ID cards. It would only have the policy certificate.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so I do have your policy pulled up. And so first off, any information that is provided would be a verification of benefits and not a guarantee of payment. I will need to verify several things with you first for security. So if you could first please verify your date of birth.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you provided for me, so that is.
[AGENT][NEUTRAL] The best contact number. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you and lastly your email address and this does appear to be your work email.
[CUSTOMER][NEUTRAL] OK, so it'll be [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I can update it if you would like to your personal email, that's entirely up to you.
[CUSTOMER][NEUTRAL] We can leave it where it is.
[AGENT][NEUTRAL] OK. All right then.
[AGENT][NEUTRAL] So thank you for verifying all of your information. So your policy number for this policy for your accident is 11.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] 34368.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this policy you have had with APL since [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so give me just a second.
[AGENT][NEUTRAL] Now on our policies Ms [PII], there's not a timely filing limit that you could still submit your claim to us.
[AGENT][NEUTRAL] For review.
[AGENT][NEUTRAL] Have you ever set up your profile in our portal called the online service center?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so I'm going to email you the user guide for setting that up because once you create your profile you're gonna have access to all of your policies that you have with us and you can also upload your claims information in directly into the portal for review.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nice.
[CUSTOMER][POSITIVE] Oh nice, OK.
[AGENT][NEUTRAL] OK, so give me one moment.
[CUSTOMER][NEUTRAL] When we're done with me, I have a second issue to ask you about.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now do you know where to get your claim form for.
[AGENT][NEUTRAL] APL. If not, I can pull that up and I can also include that in the email to you for the accident policies.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I pulled one up somewhere. I have a physical copy in my hand.
[AGENT][NEGATIVE] Does it say, OK, does it say accident claim form at the top and the whole first page is nothing but instructions?
[CUSTOMER][NEUTRAL] It does, it says
[CUSTOMER][NEGATIVE] He, well, I didn't even bother printing the instruction part, um, accident and health claimant statement is.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so I'm just gonna go ahead.
[CUSTOMER][NEGATIVE] Just the 3 pages that were mandatory. OK.
[AGENT][NEUTRAL] OK, so it should be a total of 5 pages. The claim form is a total of 5 pages in length, including, you know, and they are numbered on the lower right corner of the page, one of, you know, 105, 20 5, so on, um, I'm just gonna go ahead since I'm sending you this email with the user guides and include that for you as well because that instruction page.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] has, you know, bullet points with what the additional documentation is that you're gonna need to present along with that claim form. It's not just the claim form, so I always recommend using that first page as a checklist for what you need to submit to us. So give me just a second to send you that.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can do this uh electronically. I don't need the paper, do I?
[AGENT][NEUTRAL] No, you don't. So you can eat the most efficient way to submit claims is through the portal. Once you set that up, you may also fax or mail claims. We just cannot accept claims via email.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the email that you're gonna be receiving from me, Ms [PII] is going to come from [PII] [PII] [PII].
[AGENT][NEUTRAL] Now, when
[AGENT][NEUTRAL] When you're setting it up you will have to set it up with your work email because for security it will have to match what we have on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just so you're aware of that. Alright, so one second.
[AGENT][NEUTRAL] And again, that email is coming from [PII].
[AGENT][NEUTRAL] And I don't think it will go to your junk or spam folder, but in the event that you haven't seen it within just a few minutes, and you might want to check one of those other two. Now, in your subject line, I did put APL and I put about the portal, but I did not indicate that the accident claim form was also attached, but it is.
[AGENT][POSITIVE] I clicked send before I realized that I didn't have that in the in the subject line so OK so that's been sent to you. Alright, wonderful. Alright, so um you said you had another question?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] OK, I, I did get it.
[CUSTOMER][NEUTRAL] Yes, OK, so my son, his name is [PII]. He, uh, was inquiring about turning in an accident. Also he has his own policy. He's always been on mine and he probably still is on mine also, but he should have his own as well.
[CUSTOMER][NEUTRAL] Do we know if his uh his um broken wrist ended up on mine or ended up on his own?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so I won't be able to, I can't, what is his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so on this policy, when was his accident? I won't be able to provide you any information.
[AGENT][NEUTRAL] On a separate policy for him, he would have to contact us due to his age.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you know when his accident occurred?
[CUSTOMER][NEUTRAL] Uh, yes, a month ago about.
[AGENT][NEUTRAL] OK, so I can tell you on this policy, obviously, um, he has been off of this policy for a little while and we don't have any claims for him.
[CUSTOMER][NEUTRAL] 2 months ago.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Anything recent.
[CUSTOMER][NEUTRAL] OK, there you go that's all I needed to know he's on his own, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Very good, that's all I needed.
[AGENT][NEUTRAL] He's on his own, so OK. Well, is there anything else, Miss [PII] that I could help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, you're perfect thank you.
[AGENT][POSITIVE] Well, I'm glad that you think so, but I know that I'm not, but I will take that. I will take that this afternoon. I'm gonna run with it.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, you, you, you.
[CUSTOMER][POSITIVE] Exactly you handled me perfectly.
[AGENT][POSITIVE] Oh, well, thank you for saying that. It was my, yes, ma'am, you're welcome and it was my pleasure in speaking to you and I hope you have a very nice evening. So if there's nothing else that I could help you with, thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Oh thank you alrighty.
[AGENT][POSITIVE] You're welcome. Bye-bye. Yes, ma'am. Until next time. Bye-bye.
[CUSTOMER][NEUTRAL] Until next time, OK, bye bye.
[CUSTOMER][NEUTRAL] Until next time bye.
[AGENT][NEUTRAL] Bye-bye.