AccountId: 011433970860
ContactId: d7957e17-47ec-48e3-b981-42c0b90681d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334250 ms
Total Talk Time (AGENT): 141189 ms
Total Talk Time (CUSTOMER): 142762 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/d7957e17-47ec-48e3-b981-42c0b90681d2_20250430T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my claim number is 3583742.
[CUSTOMER][NEUTRAL] And my husband [PII] is the claimant on the policy or on the claim.
[CUSTOMER][NEUTRAL] Um, so I just needed to talk to you all about the remark description and I have some updates. I just wanted to.
[CUSTOMER][POSITIVE] Touch base with you all about that.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with your claim. Um, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you for that. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I have you here. I just need you to verify your date of birth and the mailing address on file.
[CUSTOMER][NEUTRAL] Sure, uh [PII].
[CUSTOMER][NEUTRAL] And my mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and then just your email address.
[CUSTOMER][NEUTRAL] I think it's under [PII].
[AGENT][NEUTRAL] Thank you and all the information provided is a verification of benefits, not a guarantee of payment, and the claim, um, so the claim number.
[AGENT][NEUTRAL] OK, that's the claim number. Hold on one second.
[CUSTOMER][NEUTRAL] OK, I can I have a policy number here too.
[AGENT][NEUTRAL] No, it's OK. Is it the 1557812?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me locate this claim. Hold on one second, OK.
[CUSTOMER][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] Alright, so I located the claim, it's coming up now.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And close claim for.
[CUSTOMER][NEUTRAL] Do you want me to go ahead and tell you why I'm calling?
[AGENT][NEUTRAL] Um, give me just a minute. I need to see what they're asking for.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. So a detailed description of the accident. OK. And how may I assist you today?
[CUSTOMER][NEUTRAL] OK, so I have all of my, uh, what was asked for.
[CUSTOMER][NEUTRAL] From the from the um.
[CUSTOMER][NEUTRAL] Medical center and I should be getting uh information from the ambulance service. I probably would get that today um.
[CUSTOMER][NEUTRAL] That it's not too late, right? I could still do I send this? do I scan these and send it to you all, or do I have to open a whole new claim? I don't know.
[AGENT][NEUTRAL] So it's not too late. There's no like deadline or filing limit or anything, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As long as your policy is active, you can file the claim at any time, but this is additional information. So as soon as we receive it, we'll just continue processing. And then um let me look, so you upload on the online service center. So yes, ma'am, you can just go ahead and upload the documents. It's going to look like it's a new claim being submitted, but that, but don't worry about that. It's just anytime you submit something, it's gonna generate like that. I just don't want you to be alarmed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I go online I'll find this information here and I'll just say upload documents and do that right?
[AGENT][NEUTRAL] Right, and it's gonna give you a new confirmation number and it may process a new um claim number, but it's OK when they get the documents, they'll know it's the additional information from the claim.
[CUSTOMER][NEUTRAL] OK, and the last thing it says is you need the enclosed claim form completed by the insured giving a detailed description of the accident or diagnosis of sickness. So I'm not really sure what I need to do differently or how I need to do it. Can you step me through that?
[AGENT][NEUTRAL] Sure, um, so this is just, so did like something happen? Was it an accident or this was like for some you were sick or?
[CUSTOMER][NEUTRAL] No, see, my husband had a, an accident. Someone pulled right out in front of him, so, uh, he, he T-boned them, yeah.
[AGENT][NEUTRAL] Oh my Lord, OK.
[AGENT][NEUTRAL] So they're just asking you to to
[CUSTOMER][NEGATIVE] And it took forever to get
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Oh no, you're OK. So they're just asking for a description um of what happened.
[CUSTOMER][NEUTRAL] OK, so I write, I type something up, say [PII] and insured, my husband is the claimant, and this is what happened. He had a car accident. Some pulled it out in front of him, but that's that what you need.
[AGENT][NEUTRAL] Mhm. And let me see, let me look at the form. Hold on one second.
[CUSTOMER][NEUTRAL] And then they OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] statement.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] Yeah, so on section C of the claim form, it gives you a box there that you can just explain the injuries or the accident, um, if you need to like type it out on another page, you can, but that box is there for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm, I'm sorry I didn't before, but I will get all of this send it to and sent as soon as possible.
[AGENT][POSITIVE] Alrighty, well, that's no worry at all. Was there anything else I could assist you with today, Mrs. [PII]?
[CUSTOMER][POSITIVE] No, that's it you were helpful. I hope you have a good afternoon.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Alright thanks bye. OK. So what's that?