AccountId: 011433970860
ContactId: 034545f8-938c-4cbb-900f-dac6142d0be4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434190 ms
Total Talk Time (AGENT): 189890 ms
Total Talk Time (CUSTOMER): 168751 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/034545f8-938c-4cbb-900f-dac6142d0be4_20250320T18:25_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Oh [PII], I'm so glad I got you. So, um, this is [PII]. Uh, can I give you a, uh, policy number please, ma'am? And um you can help me.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] You sure can
[AGENT][NEUTRAL] What's that policy number?
[CUSTOMER][NEUTRAL] It's uh 02, yeah, it's 0236.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 1828 and his name is [PII] and I, I have verified him for everything that we were doing.
[CUSTOMER][NEGATIVE] And uh I gave him his policy number. He didn't know which it was, so he just turned in a claim, claim number 3576423, but it's being denied. So here's the first thing, so it's incomplete, uh, form.
[CUSTOMER][NEUTRAL] Um, complete the, um, statement of the insured, which is the employee portion of the claim, and here's my dilemma. Um, I do not have any idea. I mean, I could, I could look at his policy. I could figure, I mean that part, but I've got to tell you I don't have the first idea what he needs for this, so I was wondering, please, ma'am.
[CUSTOMER][NEUTRAL] If I could have you talk to him.
[CUSTOMER][NEUTRAL] About this claim.
[AGENT][NEUTRAL] Yeah, let me get him pulled up. Hang on just a second.
[AGENT][NEUTRAL] Let me get everything cause I'm gonna look and see what documents we received and what he needs to do.
[AGENT][NEUTRAL] Hang on just a quick second.
[CUSTOMER][NEUTRAL] Yeah, cause I, I couldn't tell you. Absolutely.
[AGENT][POSITIVE] And I'll be happy to. I can talk to Mr. [PII], and of course the callback number is on file, everything.
[CUSTOMER][NEUTRAL] Uh, right, it's the one ending in [PII]. Um, I put it in the notes, uh, but, um.
[CUSTOMER][NEUTRAL] Yeah, uh, so I got all that good stuff verified. Um, it's just the, the marks code and what his portion is that needs to be fixed and I just, yeah, I looked at that and I was like, oh, OK, help.
[AGENT][NEUTRAL] I talked to, I thought this was sounding familiar. You see where I talked to him?
[AGENT][NEUTRAL] On the [PII], he's calling in every day.
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[CUSTOMER][NEUTRAL] Yes, ma'am, he certainly is doing that and he didn't even have his, his policy this time. I had to look it up, so um I guess I think he's on the road or something, yeah, I don't know what his problem is, but um may I transfer him to you please?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I got it.
[AGENT][POSITIVE] Would you please? I'll be happy to take care of this. Thank you, [PII]. Take care.
[CUSTOMER][POSITIVE] We, uh, you are the best. Thank you.
[CUSTOMER][POSITIVE] You're the best
[AGENT][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] How are you doing today? This is [PII]. I spoke with you the other day regarding your claim.
[CUSTOMER][NEUTRAL] Yes, ma'am. How are you doing?
[AGENT][POSITIVE] I'm doing good. How about yourself?
[CUSTOMER][NEUTRAL] All right, I went to the records department at my hospital where I have the doctor that's dealing with my issue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And they resubmitted the paperwork. Did you receive it?
[AGENT][NEUTRAL] You know, the only uh only paperwork we have received was on the [PII]. When did you go to the doctor?
[CUSTOMER][NEUTRAL] Yesterday
[AGENT][NEUTRAL] Yesterday, do you know if they faxed it to us or how they might have sent it?
[CUSTOMER][NEUTRAL] I told him to and then.
[CUSTOMER][NEUTRAL] They said they were gonna fax it.
[AGENT][NEUTRAL] OK. Let me, give me just a minute.
[AGENT][NEUTRAL] Let me pull up those faxes. I've got access to that. Let's see if maybe it's.
[AGENT][NEGATIVE] We received it and it just hadn't been placed on your policy.
[AGENT][POSITIVE] And you know, I don't mind checking that for you.
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Oh my pleasure. I know sometimes just trying to get all the correct information.
[AGENT][NEGATIVE] Can be quite daunting.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] My computer is taking its sweet time. I do apologize. Did you, let's see, you had a portion of that.
[CUSTOMER][NEUTRAL] Yeah, well that's most.
[AGENT][NEUTRAL] Yeah, you had a portion of that doctor's.
[AGENT][NEUTRAL] Uh, form that needed to be completed too, right? Did you get that taken care of?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Yes ma'am, I did.
[AGENT][POSITIVE] Wonderful.
[CUSTOMER][NEUTRAL] And so and they were supposed to sent it out yesterday.
[AGENT][NEUTRAL] OK, so that's what we're looking for. Let me take a look real quick.
[AGENT][NEUTRAL] Yesterday was the [PII].
[AGENT][NEUTRAL] It's going by so fast I have to stop and think what day it is.
[CUSTOMER][NEUTRAL] Yeah, me too, I know.
[AGENT][NEGATIVE] And I know when you're out of work too, that just makes it even worse.
[CUSTOMER][NEGATIVE] Not fun.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm looking, so bear with me.
[AGENT][NEUTRAL] I'm not seeing it.
[AGENT][NEUTRAL] In our faxes, and they would have already put it on your policy. I'm checking one more thing.
[AGENT][NEUTRAL] Oh man.
[AGENT][NEUTRAL] Well, Mr. [PII], I just don't see it.
[CUSTOMER][NEGATIVE] Oh crap.
[AGENT][POSITIVE] I know. I am so sorry.
[CUSTOMER][NEUTRAL] Means I gotta get back over here.
[AGENT][NEUTRAL] Can you call him?
[CUSTOMER][NEGATIVE] No, they, they give, I go to a voicemail and they never return my call.
[AGENT][NEUTRAL] Oh, man.
[AGENT][NEGATIVE] Yeah, that's not nice.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I wish I could say if we've got it on file, but if we just don't have it yet.
[CUSTOMER][NEGATIVE] Crap.
[AGENT][NEUTRAL] And if you could just get someone on the phone, all they've got to do is to get that paperwork and complete those portions, you know, that they didn't complete.
[CUSTOMER][NEUTRAL] I know, cause I saw them.
[CUSTOMER][NEUTRAL] Ship it up to the doctor. So I know he filled it out and I know they said they were gonna get it sent out yesterday.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] I am so sorry. I, I.
[AGENT][NEUTRAL] I really wish I could tell you we have it on file.
[CUSTOMER][NEUTRAL] All right, well let me try to call him and then I'll call back.
[AGENT][NEUTRAL] Yeah, try to call them and see if they if they can go ahead and fax it while you're on on the phone with them or if they can give us a time when it's faxed.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Then we can look at more specific information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am.
[AGENT][NEUTRAL] And well, it's a pleasure to talk to you again and I hope you're doing better today other than the fact that we can't get that information, huh.
[CUSTOMER][POSITIVE] Yeah alright I'll see what I can do.
[AGENT][POSITIVE] All right. Thank you, Mr. [PII]. It was good to talk to you again. You have a wonderful afternoon.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] Thank you bye bye.