AccountId: 011433970860
ContactId: db54e728-453d-493c-b6c6-63eece529bcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 547200 ms
Total Talk Time (AGENT): 223580 ms
Total Talk Time (CUSTOMER): 210686 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/db54e728-453d-493c-b6c6-63eece529bcb_20250404T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am going to need to file a claim, uh shortly and I want to check and see um.
[CUSTOMER][NEUTRAL] Uh, what's your email address is? I know because I know I can file a claim online, but I don't think I'm gonna be able to do that this time because I'm having some computer problems. So can you tell me how I need to, how I need to file this?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so if you're not able to file it online through the service center, the other ways that you can file it would be either via fax or you can send it in the US postal mail.
[CUSTOMER][NEUTRAL] And we know how that goes, so I would rather do fax. So, but can you give me the email address first?
[AGENT][NEUTRAL] Uh, the web address for our website? Absolutely, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The web address is um [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. So, [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And, OK.
[CUSTOMER][NEUTRAL] OK, OK, and that's where like I said I might be able to use my daughter-in-law's, um, because what information would I have to have like my account number and that sort of thing when I file online?
[AGENT][NEUTRAL] Yeah, so if you've never set anything up online you're gonna have to create an account, so you'll need um it'll ask for just your name.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] I have filed online before.
[CUSTOMER][NEUTRAL] Now it's been quite some time and like I said I'd be using a different computer because mine will not send. So would I have to create a whole new account or when I go on would it ask me um you know, my, my password or something like that or?
[AGENT][NEUTRAL] Mhm, yes ma'am, it'll ask for a username and password so you can use the previous one that you've set up.
[CUSTOMER][NEUTRAL] OK, if I can find it.
[AGENT][NEUTRAL] Do you have your
[CUSTOMER][NEUTRAL] And I'm sure probably
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Oh, I was gonna say, do you have your policy number? I can see what the username is.
[CUSTOMER][NEUTRAL] Yes, I do. My policy number is 00719328.
[AGENT][NEUTRAL] OK, let me pull this up here.
[AGENT][POSITIVE] Great. And then if I could just verify please your first and last name.
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII] and then if I could get your address and email we should have on file.
[CUSTOMER][NEUTRAL] OK, my address is [PII]. My email address is [PII].
[AGENT][POSITIVE] Thank you so much. OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the user name that you set up in the past looks like is [PII] altogether.
[AGENT][NEUTRAL] And it looks like it's all up, it looks like it's all upper case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So if you need to when you get to that website, if you're not sure on the password then you can do a password reset it'll send you an email to that email address so you can get in.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, and then the fax number, what fax number and and then do I also need to have um if I send it via fax, do I have to have some, have your form or whatever filled out too?
[AGENT][NEUTRAL] You'll have to have the claim form. Yes, ma'am.
[CUSTOMER][NEGATIVE] Alright, can I get you to to email and it won't do me any good because my printer doesn't work.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So can I get you to mail me, to me?
[AGENT][NEUTRAL] Uh,
[AGENT][POSITIVE] Yeah, absolutely, absolutely. I'll put in a request to have those sent to you.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the fax number, if you're ready for that.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It's gonna be 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you get these forms, the mailing address and fax number are also located at the very bottom of the form.
[CUSTOMER][POSITIVE] OK, OK, that'll be great, and I could give you um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Another, but I'll I'll have to check their email address and get you to send it to um my son where I'm possibly can use their computer to file this claim, but um.
[AGENT][NEUTRAL] Well, if you end up being able to use somebody else's computer to file the claim, when you go to that web address [PII], there is a link there for claims and forms. So you can print it from there if you have access to that, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] But if you will have them mail mail me one too just in case.
[CUSTOMER][NEGATIVE] You know I can't, can't get to it.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes ma'am, absolutely. So I'm gonna put in the request to have one mailed um so that way you have that for sure and then if you happen to be able to get access to a computer that's where you can find them if you need it, OK?
[CUSTOMER][POSITIVE] That'd be great. Um, and thank you so much. And then I want to see, can you connect me because I wanna make a payment on my um policy.
[AGENT][POSITIVE] Oh yeah, absolutely. Let's see.
[AGENT][NEUTRAL] OK, and then while I get somebody on the line in billing, if anything happens on the transfer Miss [PII], is there a good callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you so much and it looks like I do see the recent bill sent out to you due date of [PII]. Is that what we're looking to pay for the 29,040?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK, great. I appreciate you. Uh, is there anything else I can help you with before I get billing on the line?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right. Thank you for your patience. One moment, please.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you doing this morning?
[CUSTOMER][NEUTRAL] Hey, I'm well. How about yourself?
[AGENT][NEUTRAL] I'm good, thanks. I have an insured on the line who just would like to make a payment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] Policy is going to be 719328.
[AGENT][NEUTRAL] And we're speaking to [PII].
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEGATIVE] Oh darn.
[CUSTOMER][NEUTRAL] 39 to verify me with the code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, and did she by chance say how much?
[AGENT][NEUTRAL] So her invoice is due on [PII] and she's paying the 29,040.
[CUSTOMER][NEUTRAL] 29,040.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. I'm ready for whenever you are.
[AGENT][POSITIVE] OK, here she comes. thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi Miss [PII], I understand you're wanting to pay on your policy.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] All right.