AccountId: 011433970860
ContactId: 0a1d490d-8ff5-4695-850a-eaac1c55e5e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367000 ms
Total Talk Time (AGENT): 124902 ms
Total Talk Time (CUSTOMER): 99879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/0a1d490d-8ff5-4695-850a-eaac1c55e5e2_20250220T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I've got a call from you guys. I think I have a claim in there and there's I got a call from you about the claim.
[AGENT][NEUTRAL] OK, I could take a look at that. um, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII], last name [PII]
[AGENT][POSITIVE] Thank you and then uh can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] I don't. I haven't heard anything from you guys if the claim was put in months and months ago.
[AGENT][NEUTRAL] OK, um, I could start using your social.
[CUSTOMER][NEUTRAL] OK, it's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, yes, my mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Let's see, was this claim for you or was it for uh [PII]?
[CUSTOMER][NEUTRAL] It was for me.
[AGENT][NEUTRAL] Alrighty, bear with me just a moment. Let's take a look.
[AGENT][NEUTRAL] OK, so it looks like for this claim we are missing uh quite a bit of information here.
[AGENT][NEUTRAL] Let me see who tried calling give me just a moment.
[AGENT][NEUTRAL] OK, so yes, it does look like we are missing um some information in order to process this claim uh if you let me know when you're ready I can let you know all of that information.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, yeah, go ahead.
[AGENT][NEUTRAL] OK, so it does appear that the enclosed the claim form that we received um was not completed.
[AGENT][NEUTRAL] Giving the details of the accident or the sickness.
[AGENT][POSITIVE] And so then we also would need, I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, so what?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] He can, but I mean what what claim form I guess.
[AGENT][NEUTRAL] That we received for the accident, um, you know, I think it might be better, um, or easier if you wouldn't mind, [PII], I'm gonna put, sorry.
[CUSTOMER][NEUTRAL] I have looked at
[CUSTOMER][NEUTRAL] I'm looking at the claim form. I'm looking at the claim form and there is no place of like what happened?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, yeah, give me just a moment um I think this would be better if um I'm gonna reach out to our claim specialist so they can actually review what was submitted to us and let us know specifically what was missing there.
[CUSTOMER][NEUTRAL] I took a step backwards
[CUSTOMER][NEUTRAL] Yeah, that there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, give me just a moment I'll get right back with you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you [PII]?
[AGENT][NEUTRAL] Doing alright thank you. I've got an insured he's wanting to speak with y'all regarding an accident claim um looks like we're missing quite a bit of information and he just wanted to review what was submitted.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] It is 02574933.
[CUSTOMER][NEUTRAL] OK, give me just a minute.
[AGENT][NEUTRAL] And it was for uh huh it was for part one.
[CUSTOMER][NEUTRAL] Part one, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, looks like that's the only claim we have on file anyways, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I have those documents pulled up. Let me get over to his policy real quick so I can see what all we denied for just to make sure I'm not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEGATIVE] No, it's honestly I'm looking at all of it and I was like we're missing everything it looks like but it's.
[CUSTOMER][NEUTRAL] Giving him any wrong?
[CUSTOMER][NEUTRAL] Probably yeah OK so claim form we need the claim form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I have it all pulled up so I can go over that with him.
[AGENT][POSITIVE] Alright appreciate you bye bye.
[CUSTOMER][POSITIVE] No problem, bye.