AccountId: 011433970860
ContactId: 0e5ceb3e-684d-4003-aaf8-d1abf11ae6d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194229 ms
Total Talk Time (AGENT): 92003 ms
Total Talk Time (CUSTOMER): 71127 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0e5ceb3e-684d-4003-aaf8-d1abf11ae6d2_20250124T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was calling to just see the status of my claim. Um, I thought I was current with everything I needed to have turned in, but then I got an explanation of benefits that said I needed another, uh, doctor form filled out, um, just wanted to kinda make sure I'm where I need to be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, I can check your claim for you. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My name is [PII] and my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], what is your uh policy number, sir?
[CUSTOMER][NEUTRAL] Policy is 246.
[CUSTOMER][NEUTRAL] 2179.
[AGENT][NEUTRAL] OK, let me look that up, sir.
[AGENT][NEUTRAL] OK [PII] for security reasons can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email I have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, what was the second thing you asked for?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Phone number that you gave me to call you back on if we get disconnected your cell phone sir?
[CUSTOMER][NEUTRAL] It is
[AGENT][POSITIVE] OK, thank you. I appreciate you verifying your policy for me.
[AGENT][NEUTRAL] OK, so are you looking at the claim that was reported on [PII]?
[CUSTOMER][NEUTRAL] Probably.
[AGENT][NEUTRAL] That's the one that you need, that, that's the most recent.
[CUSTOMER][NEUTRAL] Yes, I've been, I've been off on this injury for a while now, and I, I've been seeing the doctor every 6 weeks and turning in my forms, and I, I think I'm, I have an appointment today actually, but, uh, every once in a while they ask me to fill out a new doctor portion and I just wanna make sure I've got that current.
[AGENT][NEUTRAL] OK, let me look
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And that's exactly what um the remark is on this claim um the claim form submitted was incomplete and for additional consideration to be given to your claim, please have your physician to complete the physician's portion of the claim in its entirety to confirm disability.
[CUSTOMER][NEUTRAL] OK, so I just need to find that claim form and have him do it again.
[AGENT][NEUTRAL] And it says your
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes sir, that's correct and he needs to complete it in its entirety.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you. OK, I will do that thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], well, you're very welcome. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. Have a great day thank you.
[AGENT][POSITIVE] Alright, you, you too sir have a good weekend thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.