AccountId: 011433970860
ContactId: f960fcce-9b93-4b18-8d72-25dec8dbaf6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473880 ms
Total Talk Time (AGENT): 230246 ms
Total Talk Time (CUSTOMER): 178075 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/f960fcce-9b93-4b18-8d72-25dec8dbaf6e_20250520T16:16_UTC.wav
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[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] a lot
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, this is [PII]. I have an accident policy with y'all, and I need to look at filing a claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help.
[AGENT][NEUTRAL] You file a claim, um, can I please get your, you're so welcome. Can I uh get your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] So I need more
[AGENT][NEUTRAL] Thank you and what is your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is got it right here let's see.
[CUSTOMER][NEUTRAL] I'm sorry. I should have had that. I, it's right. I've got, uh, it is 0197.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] 3044
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me make sure I, I got it correct. 01973044?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, that's pulling up a different member. Uh, can I get your social and pull your policy in that way?
[CUSTOMER][NEUTRAL] Mhm. It isn't coming up [PII], is it? I mean, [PII].
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, um, my social is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull you up like this.
[CUSTOMER][NEUTRAL] Yeah, I'm actually looking at my policy with that number.
[AGENT][NEUTRAL] OK, alright Miss [PII] I've got your um policy pulled up. Can you please give me your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you ma'am, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, um, if, uh, I think I've updated my address should be [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] If that's not correct, is that right? OK, we just moved. And then, uh, phone number, would you ask me, phone number or email?
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, thank you. And then the phone number that you gave me to call you back on Ms. [PII], is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, perfect. All right, thank you. Now, are you filing the claim for the first time or have you already filed a claim status or do you just need help um file a lien?
[CUSTOMER][NEUTRAL] Very
[CUSTOMER][NEUTRAL] Uh, uh, yes, it's, I haven't filed a claim in a year, so I didn't remember what I needed to do, but now the policy number I just gave you, what is that, um, not right, or?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, let me give you your policy number for your accident policy.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Hold on one second. Let me, somebody's at the door. Let me just open the door. I'm sorry.
[AGENT][NEUTRAL] Sure. Go ahead.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, did the policy number change or?
[AGENT][NEUTRAL] No, ma'am. I think that maybe the card might be worn, um, because it's very close. Uh, the policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I it doesn't have the one. It's uh 0097.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3044. So it's the same number without the one in front of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, that's strange because this is a printout from y'all with the policy number, it's not even a card.
[CUSTOMER][NEUTRAL] So that's strange, but um I have corrected it.
[AGENT][NEUTRAL] OK good alright so are you signed up for our.
[CUSTOMER][NEUTRAL] OK. So, um, I
[AGENT][NEUTRAL] Are you signed up for our online service center?
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I think so. Can I do it online?
[AGENT][NEUTRAL] Let me look.
[AGENT][POSITIVE] Absolutely you can let me um check and make sure that you're signed up for it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if it's been a while I can give you your user name.
[AGENT][NEUTRAL] Let me just a second while I try to pull it in, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes, you do have an active online service center and your username is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, alright, well I'll just try to go there and file.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, yes, ma'am. And you're gonna need to get the um accident claim form.
[AGENT][NEUTRAL] When you go in there and you, uh,
[CUSTOMER][POSITIVE] Excellent. OK.
[AGENT][NEUTRAL] Right claims and forms you'll need the accident claim form on the first part of the accident claim form it tells you exactly everything that you need to send in with your claim form it's a little cheat sheet for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well, thank you for your help today. You have a great day.
[AGENT][NEUTRAL] You too, Miss [PII], is there anything else I can do for you or any other questions you may have about your claim that I can help you with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Um, do you know how much it pays on that? Or I mean, do I just send a, a printout of the bill from the doctors? Is that all I need to submit or do I need an EOB?
[AGENT][NEUTRAL] Uh, you will need to to send in, let me pull up that accident claim form so I could tell you exactly what you'll need, um.
[AGENT][NEUTRAL] You'll need to complete the statement of insured, which is sections A through F.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, you'll need
[AGENT][NEUTRAL] Supporting documentation and it gives you a list of things that may have happened why.
[AGENT][NEUTRAL] You know, to show that it was an accident and then once we receive it, it's all based on the information that you send in on what it'll pay so I won't know what it'll pay until the information is sent in and the claims specialist goes over it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But once you send it and if you've got everything that you need with it, um, it will take 7 to 10 business days to process the claim, and doing it in the online service center it'll give you updates as to where your claim is during the process.
[CUSTOMER][POSITIVE] OK, that's perfect.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, all right, I'll take care of it. I appreciate your help today.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're so very welcome, Ms. [PII]. I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] All right. Thank you, ma'am. All right. Bye-bye.
[AGENT][POSITIVE] You're welcome bye bye.