AccountId: 011433970860
ContactId: dbfef88c-dba7-491a-bfa3-b1fb7f74e6f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282000 ms
Total Talk Time (AGENT): 110721 ms
Total Talk Time (CUSTOMER): 128933 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/dbfef88c-dba7-491a-bfa3-b1fb7f74e6f2_20250408T16:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, I have the accident plan and I'm just wanting to get some answers of how to file a claim.
[AGENT][NEUTRAL] OK, I can help you with uh claim information. Can I get your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] Last name is [PII]
[AGENT][NEUTRAL] And [PII], do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, what about your social?
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[CUSTOMER][NEUTRAL] I called a different number and they couldn't locate me so I don't know if it's a wrong number. I'm hoping you can find me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on one second. I don't know.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And you said it was an accident policy, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can manage the record.
[CUSTOMER][NEUTRAL] Am I looking for someone
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] And lastly, I just need your email address.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Not 100% sure that's what it's under, but that's our main email address so.
[AGENT][NEUTRAL] Yes, that's what I've got.
[CUSTOMER][NEUTRAL] OK, so you did find me in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I did find you in the system, yep, I got you in here. And is this an accident? Are you wanting to file a claim for yourself or is it for one of your um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's for myself.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have access to our online portal?
[CUSTOMER][NEUTRAL] I think so, yes, um, I, I was looking at, I know I can file it online but my question was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Is it better to wait? I don't know how the policy works is it better to wait until I have because I'm gonna have multiple bills. I don't even know how much this pays to be honest.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just, I had 2 visits and doctors visits and I've got some scan um imaging coming up so I just wasn't sure if I needed to wait to file everything or not.
[AGENT][NEUTRAL] Um, you don't have to, um, it's, it's just up to you, whatever is easiest. Um, so let me look at your policy and this will be online as well, um, and it's not a guarantee of payment basic outline of the policy. So it looks like you've got, um, $1000 maximum benefit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, for yourself.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let's see.
[AGENT][NEUTRAL] There's an ambulance benefit for 2500.
[AGENT][NEUTRAL] Um, a daily hospital.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] So the $1000 because that's the only thing I would, I don't have an ambulance or anything, but the $1000 is that's the max that it will pay for the accident total.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So if I go ahead and file my one visit, it's gonna take care of that.
[AGENT][NEUTRAL] Yeah, so just be sure when you file that, um, there's a diagnosis code on the claim or whatever you file because we need to be able to determine that the diagnosis was an accident.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so that's all that it needs to have that and of course my information but.
[AGENT][NEUTRAL] Yeah, and then obviously like where, where it transpired like the the place of service and what hospital it was, etc. yeah, and the bill charges.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so just the just the bill from the hospital that shows the diagnosis code.
[AGENT][NEUTRAL] Yeah, main thing is that diagnosis. Sometimes those are missing off like itemized bills, so just be sure that's on there.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, all right, that's all that I needed.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well thank you for calling APL and if you have any issues um getting that uploaded or anything just please don't hesitate to give us a call back.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thanks for calling. Have a good day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye.