AccountId: 011433970860
ContactId: e0fd28c7-446a-43dc-8cfa-450855614879
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228610 ms
Total Talk Time (AGENT): 83259 ms
Total Talk Time (CUSTOMER): 106235 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e0fd28c7-446a-43dc-8cfa-450855614879_20250514T21:32_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. My name is [PII]. Um, do you need my claim number?
[AGENT][NEUTRAL] Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I have a claim or policy number, yes, um, 02527615.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and [PII], can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have a good callback number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need your address and your email address.
[CUSTOMER][NEUTRAL] Um, address is [PII].
[CUSTOMER][NEUTRAL] I believe my email address that you might have is [PII].
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and we're checking on a claim, is that right?
[CUSTOMER][NEUTRAL] Yes, now I had received a letter saying that they were requiring some additional information.
[CUSTOMER][POSITIVE] I finally got all that together, so um I can just go ahead and submit all this paperwork.
[AGENT][NEUTRAL] Yes, and then just reference that claim number when you submit the paperwork. Are you gonna do that online on our portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I didn't know I could do this online.
[AGENT][NEUTRAL] Oh, OK, um, are you interested in doing that or you can just submit it how you previously submitted it?
[CUSTOMER][NEUTRAL] Uh, I guess that.
[CUSTOMER][NEUTRAL] OK, well, um, yeah, because I did submit it. I think it was a a claim that I opened up and then I they were requesting additional information so it's a lot of paperwork so I didn't know if I could submit it online but I got it all together to mail out.
[AGENT][NEUTRAL] OK, OK, yeah, that, that would be fine. Um, I just wanted to suggest our online portal if you'd ever set one up. Um, it's a good resource to have because you can look at your policy and, uh, claim status, etc. so.
[CUSTOMER][NEUTRAL] Oh, I see. OK, so if I get a chance I may just do that because it's a lot of paper, so.
[AGENT][NEUTRAL] OK, uh, do you want me to send you the instructional guide, or if you have time, we can certainly walk through it if you're at a laptop or desktop.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I do have a laptop that um I need to log into it so.
[CUSTOMER][POSITIVE] If you can just send it to me, I would appreciate that.
[AGENT][NEUTRAL] Yeah, I'll send it to the email address that you gave me, um, so look out for that instructional guide. It'll have step by step how to create your online account, um, and then if you have any questions at all, just give us a call back and we can go through it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, once this is done and everything, what, what's the next step?
[AGENT][NEUTRAL] Um, so once you've submitted the information that we've requested, um, then it goes into processing that typically takes about 7 working days, and then if it's eligible for reimbursement, then we make a payout on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much. I appreciate it.
[AGENT][NEUTRAL] Anything else I can help with, [PII]?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much. I appreciate your time.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.