AccountId: 011433970860
ContactId: 0fbc85b6-0b5a-4bc9-8295-723de522f454
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203789 ms
Total Talk Time (AGENT): 68406 ms
Total Talk Time (CUSTOMER): 68111 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/0fbc85b6-0b5a-4bc9-8295-723de522f454_20250129T18:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing all right thank you. I've got an insured on the line um she submitted an accident claim, um, essentially saying that the claim form was not filled out to completion and that we need more supporting, um, documentation. Uh, she wanted to go over with y'all how or what was already submitted. She said she believes she did everything correctly through the website, but she just wanted to double check.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 246-876-4.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And which claim is, is that most recent claim?
[CUSTOMER][NEUTRAL] Um, yes, it's the one ending in 708.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me take a look and see what we received.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't see that we got a claim form with.
[AGENT][NEUTRAL] Let's see if this the same, see if it's the same date of accident.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Did the accident.
[CUSTOMER][NEUTRAL] And she just said that she followed the steps online but you know that could mean.
[AGENT][NEUTRAL] I don't see that we have a claim form. Let me see.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] I don't see that we have a claim form completed that provides the details of the accident. I see on this initial claim she sent like x-rays and things like that. I don't see we have the claim form completed with details of the accident. It looks like that's missing still.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So if she were to just uh send us that claim form.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] See what else she thinks.
[CUSTOMER][NEUTRAL] Would that be OK? Or would she have to resubmit everything?
[AGENT][NEUTRAL] No, she wouldn't have to resubmit everything. So yeah, it looks like we're missing that claim form completed in
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] With the um accident details, looks like the
[AGENT][NEGATIVE] Yeah, we need that information with the accident details. Looks like that's missing.
[CUSTOMER][NEUTRAL] That would, that should be included on the claim form though, right?
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so I could just send her the claim form, have her fill it out send it back to us, and that should be good.
[AGENT][NEUTRAL] Yeah, it looks like that's what we're missing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool alright I will let her know I appreciate you looking thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.