AccountId: 011433970860
ContactId: ddcbf5c6-ef78-4ef9-9d88-09ab8dc897e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228139 ms
Total Talk Time (AGENT): 79511 ms
Total Talk Time (CUSTOMER): 130793 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/ddcbf5c6-ef78-4ef9-9d88-09ab8dc897e6_20241230T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Hey, this is [PII] in customer service. Um, hey, how are you doing?
[AGENT][NEUTRAL] Hey girl.
[AGENT][POSITIVE] Oh, good, good, good hanging in there.
[CUSTOMER][NEUTRAL] Oh good, I have an insured on the line and he needs to file a claim and he's on the online service center he's gonna upload it, but he doesn't know what we need.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, for that.
[AGENT][NEUTRAL] OK, what's the policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's 245.
[CUSTOMER][NEUTRAL] 6022.
[AGENT][NEUTRAL] For [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'm ready when you are.
[CUSTOMER][NEUTRAL] And I, OK, I did verify all this information and I do have his callback number if you want that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I emailed him a claim form.
[AGENT][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] OK, I think that's all you need to know. OK. All right, here he comes. Thank you.
[AGENT][POSITIVE] OK, thanks love.
[AGENT][NEUTRAL] Hello [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi this is [PII]. I'm in the claims department I understand that you're trying to upload a claim.
[CUSTOMER][NEUTRAL] Uh, well, I'm getting ready to yeah, I found some claims that my wife never gave me and I needed to, uh, kind of start getting them processed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, are you just needing to know what we need or?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, actually, actually I think I just need to fill out that form she sent me because she did send me, I believe, a claim form.
[AGENT][NEUTRAL] Yes sir you would fill out the claim form and sign it and then send us an itemized statement with diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll do my best, um, so here's the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I have moved on from this company, but all the bills are from when.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In the with the company?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And had the insurance with appropriate coverage dates?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] How long do I have to get all of these done?
[AGENT][NEUTRAL] We do not have timely so you could take as long as you need to.
[CUSTOMER][NEUTRAL] There's
[CUSTOMER][NEUTRAL] As long as the dates are within the within the assured time right?
[AGENT][NEUTRAL] Within
[AGENT][POSITIVE] That is correct. Mhm.
[CUSTOMER][POSITIVE] OK cool well.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I'll do weekend then.
[AGENT][NEUTRAL] OK, is there anything else?
[CUSTOMER][NEUTRAL] I thought I was gonna have to rush.
[AGENT][NEUTRAL] No, no rush, no rush.
[CUSTOMER][POSITIVE] OK cool that's awesome.
[AGENT][NEUTRAL] So is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's fine. Um, so I guess the question is, is for the signature, does it have to be signed or do you accept the electronic signature or type signature?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, we will accept electronic, um, I, I'm not sure about.
[AGENT][NEUTRAL] Like uh printed.
[AGENT][NEUTRAL] Uh, what is it called? Ty? Excuse me, I'm I'm not sure about type, but it'll either be your hand signature or electronic we'll accept.
[CUSTOMER][NEUTRAL] OK, well, the only reason I ask is if you, if it has to be like signed with sent then I've got to print out the form and then re-scan in the form.
[AGENT][NEUTRAL] Right, right, yes.
[CUSTOMER][NEUTRAL] And all that other stuff so that's the only thing.
[AGENT][NEUTRAL] Right, but if you're able to electronic, yeah, then we'll, we'll accept it that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds good. That's all I needed. Thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No problem at all you have a great rest of your day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh huh bye bye.
[CUSTOMER][NEUTRAL] Bye.