AccountId: 011433970860
ContactId: dbf11367-19c1-4751-81a7-c69db8ae2fc8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343010 ms
Total Talk Time (AGENT): 113697 ms
Total Talk Time (CUSTOMER): 209086 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/dbf11367-19c1-4751-81a7-c69db8ae2fc8_20250606T15:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you? Excuse me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][POSITIVE] I, I had recently started the process of filing a claim for my accident that happened in [PII] cause I'm kind of still recovering from it, um.
[CUSTOMER][POSITIVE] And I noticed that there was a provision for like family care members and I had to keep flying my grandma back and forth from [PII] because she was the only available person to kind of help take care of me.
[CUSTOMER][NEUTRAL] Um, and I just added those to the claim because I went and found the finally figured out where the receipts might be and I went and found them and I just uploaded them, um, and so I just wanted to make sure that those were attached to the claim that I already started the paperwork for because I just, I, I submitted the rest of the paperwork like 3.5, 4 weeks ago so I just wanted to make sure that this was grouped into that same claim form.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, what's your name and policy number, please?
[CUSTOMER][NEUTRAL] Sure, my name is last name is [PII]
[CUSTOMER][NEUTRAL] Policy number sorry I'm trying to pull it up.
[CUSTOMER][NEUTRAL] My policy.
[CUSTOMER][NEUTRAL] Policy number 1993297.
[AGENT][POSITIVE] OK, thank you ma'am. Give me one moment.
[CUSTOMER][NEUTRAL] I just uploaded it too though so just that's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII], my email address is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address [PII].
[AGENT][NEUTRAL] Uh, show a different email address look like the one we have, um, your employer's email.
[CUSTOMER][NEUTRAL] Oh my first yep, [PII] [PII].
[AGENT][NEUTRAL] OK, do you wanna keep it or you wanna change it?
[CUSTOMER][NEUTRAL] Uh, you can keep it. I'm still there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm not going anywhere. That's I'm stuck.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I know. Same here. I've been here for almost a little over 20 years. It's like, I don't know if I'm going anywhere else.
[CUSTOMER][POSITIVE] Yeah, oh wow.
[CUSTOMER][POSITIVE] Yeah, I'm going on 6 with this one.
[AGENT][NEUTRAL] Yeah, it's kind of hard, uh, when you're stuck at a place for a good while, um.
[CUSTOMER][NEGATIVE] Yeah, I had to leave a couple of times for more money and they were like, how much are they offering you? And, and I, they uh.
[AGENT][NEUTRAL] And ma'am
[CUSTOMER][NEUTRAL] I stayed
[AGENT][NEUTRAL] I say you're not going anywhere. You're with us for life.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] The phone kept cutting in and out. OK, I do show a claim came in today since [PII].
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] It's for an accident that happened [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I've already received a part of the payment from some of the stuff and then something else I guess you guys are still process it was a lot of paperwork I've been in I've lost, I've probably been in 150 appointments since this accident I broke every bone 14 out of.
[AGENT][POSITIVE] Bless your heart.
[CUSTOMER][NEGATIVE] 26 bones in my foot. It was, it was in a wheelchair for over 6 months, torn meniscus. It was, it was pretty bad, so I
[AGENT][MIXED] Bless your heart. I'm, I'm sure it was pretty bad. It's a lot of bones to break.
[CUSTOMER][NEUTRAL] Hey, I'm walking around
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] But you're here, that's all that matters, that's great.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Could have been worse, you know, we always have to look at the bright side of things.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, I'm looking, I, I have some permanent spinal injuries, but I look at it as a blessing cause at least I can still walk. I require a brace the nerves don't, that lead down to my foot don't really work anymore. I can't lift my foot without using my hands and so I have to wear the same brace they give people stroke victims who lose loss of limb use. So I have to go so I can drive and walk normally, but at least I have that option.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. Well, I hope you have a quick and fast recovery because I'm sure it's not easy.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I see a claims come through, but it's not letting me view it so I do see a claim came through today, so it'll probably take a while for it to actually show in the system tomorrow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] But I do show a claim has been received. Yes, ma'am.
[CUSTOMER][NEUTRAL] Ok, I just want.
[CUSTOMER][NEUTRAL] If there if there was a way to put like a note on the account to.
[CUSTOMER][NEUTRAL] So that that is just the uh uh me finding documentation, additional documentation to go with the claim that already the process has already started for because I I in case they try to send me another claim form to start the process over like it's a separate claim, it's kind of all still a part of that same claim.
[CUSTOMER][NEUTRAL] If I need to do another claim form that FYI.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, ma'am. I'll put it in our notes, um, but since I can't pull up the claim, I can't put a note on there. I wish I could, but I'll put a note in our system. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.