AccountId: 011433970860
ContactId: fc89ae88-caba-4b47-88fc-c24c861c39e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261238 ms
Total Talk Time (AGENT): 70319 ms
Total Talk Time (CUSTOMER): 127203 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/fc89ae88-caba-4b47-88fc-c24c861c39e6_20250325T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you doing? You said your name is [PII]?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Oh hey [PII] um.
[CUSTOMER][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] I had um I went to put in um some claims, um.
[CUSTOMER][NEUTRAL] And I was trying to figure out what, like how do I go about doing that? What is my username?
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] Um, yeah, how do I go about?
[AGENT][NEUTRAL] OK. Yes, sir. I can assist you with filing a claim. Um first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, name is [PII].
[CUSTOMER][NEUTRAL] And my callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need your policy number, please.
[CUSTOMER][NEUTRAL] Uh, I'm trying to get in right now.
[AGENT][NEUTRAL] OK. Well, I could look it up by your social.
[CUSTOMER][NEGATIVE] Unfortunately,
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And is this for your medical or dental policy?
[CUSTOMER][NEUTRAL] Uh, this is for dental.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, but do I have to have the receipt and everything?
[AGENT][NEUTRAL] Um, yes, sir. You'll need the receipt.
[AGENT][NEUTRAL] The statement from the provider's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. So, um,
[CUSTOMER][NEUTRAL] So, OK, so I have one, so I have.
[CUSTOMER][NEUTRAL] I think 3 receipts, one from.
[CUSTOMER][NEUTRAL] 2 from this month and 1 from last month, um, and, um.
[CUSTOMER][NEUTRAL] What I'm gonna have to do actually since I don't have them on me um.
[CUSTOMER][NEUTRAL] I'm gonna have to get those receipts and call you back. So, so the way the claim works is I get those receipts and then once I have them, you can, you can just, that's all I need you can help me put on claim those.
[AGENT][NEUTRAL] Well, I can, um, yes, I can assist you with getting into the website, um, walk you through the steps of getting into the website and seeing where to upload the documentation.
[CUSTOMER][POSITIVE] Yeah, correct.
[CUSTOMER][NEUTRAL] OK, I see. um, can I get it doesn't matter like, um, I can get like a.
[CUSTOMER][NEUTRAL] When I, when I get a receipt, do I have to take a screenshot of anything or do I have to, is there a screenshots needed where I have to upload anything or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is that not needed?
[AGENT][NEUTRAL] OK. Well, first, could you please verify your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK, and please verify your mailing address and email address to make sure that we have the correct information on file.
[CUSTOMER][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Email is [PII].
[AGENT][NEUTRAL] OK, I'm showing a different email address. This is, um, we have your Yahoo email address. Mhm.
[CUSTOMER][NEUTRAL] Uh, and what else?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] Yes, sir. And verify your mailing address.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] OK. And yes, sir, you can take a screenshot and upload that of the receipt.
[CUSTOMER][NEUTRAL] Is that what you
[CUSTOMER][NEUTRAL] OK. Gotcha. OK.
[CUSTOMER][NEUTRAL] OK, OK, I'm gonna go ahead and obtain those receipts and then I'll, I'll call back.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEGATIVE] No, no, that was it. I'm just not prepared right now. I gotta, I gotta call back.
[AGENT][POSITIVE] OK. Well, I thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye.