AccountId: 011433970860
ContactId: 062c3e4d-f602-4a9a-a494-20fb7289b0a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 347839 ms
Total Talk Time (AGENT): 187663 ms
Total Talk Time (CUSTOMER): 69630 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/062c3e4d-f602-4a9a-a494-20fb7289b0a8_20250220T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I was calling to inquire on a claim I filed.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I don't think I have my policy number. I have the claim number.
[AGENT][NEUTRAL] OK, um, Mr. [PII], I can look it up with your Social Security and if you can give that to me please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull your policy in real quick.
[CUSTOMER][NEUTRAL] I found the policy number 22224561.
[AGENT][POSITIVE] Yes, I'll give that
[AGENT][NEUTRAL] Oh, you have it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I found it, yes.
[AGENT][POSITIVE] Yay, let me look that up.
[AGENT][NEUTRAL] So that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] the policy's under my wife's name, huh.
[AGENT][NEUTRAL] OK, Mr. [PII]
[AGENT][NEUTRAL] OK, I do see um the policy. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and then for security reasons can you please give me your address, phone number and email address that's on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the phone number that's on the policy, sir?
[CUSTOMER][NEUTRAL] Uh, it might be my wife. [PII].
[AGENT][NEUTRAL] OK, I show a different number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's correct and then uh if we get disconnected, is this a good number to call you back on, sir?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, thank you so much [PII]. I appreciate you verifying is the is the claim for yourself or is it for your spouse?
[CUSTOMER][NEUTRAL] It's for me.
[AGENT][NEUTRAL] OK, let me look and then what is that claim number sir you.
[CUSTOMER][NEUTRAL] Had a wrist injury.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] My number is
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 356-541-3
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, so you've got a couple of remarks on the claim, and let me read those to you.
[AGENT][NEUTRAL] The first one is we need the claim form completed by the insured given a detailed description of the accident or diagnosis of sickness.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then the second remark is
[AGENT][NEUTRAL] Oh, OK. The second remark is.
[AGENT][NEUTRAL] We have received your claim and it's acknowledged, however, in order to provide further consideration of this loss under this policy, we will need supporting documentation to evidence the accident and when it occurred supporting documentation may include but is not limited to office notes, hospital admission, discharge summaries, and or diagnostic testing results.
[CUSTOMER][NEUTRAL] We sent the uh the discharge summary.
[CUSTOMER][NEUTRAL] His left, left wrist injury.
[AGENT][NEUTRAL] OK. It sounds to me like the claim form completed.
[AGENT][NEUTRAL] With the detailed description of the accident or diagnosis of sickness is, is what they're needing. Did you send the explanation of benefits into? uh do you have another insurance that helped or not?
[CUSTOMER][NEUTRAL] I have Medicare.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I would send in any document that you have the itemized statement from the hospital which has diagnosis and procedure codes.
[AGENT][NEUTRAL] And complete the claim form all the way through, um, given a detailed description of the accident.
[AGENT][NEUTRAL] And you can send those in and just reference this claim number 356-541-3 on your paperwork that way they can get everything that they need to complete the claim.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope your wrist is feeling better and that you, you get back in the saddle again soon.
[CUSTOMER][POSITIVE] Thank you. Have a great day.
[AGENT][POSITIVE] You're welcome. You too. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.