AccountId: 011433970860
ContactId: 12a045f5-b3eb-41ba-a8bd-42750475d57e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291179 ms
Total Talk Time (AGENT): 152850 ms
Total Talk Time (CUSTOMER): 93332 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/12a045f5-b3eb-41ba-a8bd-42750475d57e_20250421T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey sorry, my name is [PII], so I filed a claim but for some reason.
[CUSTOMER][NEUTRAL] It seems like you know they have a problem on it so I would like to know exactly what you guys would wanted to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right, sir. I can actually help you with your claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Um, policy number is 02244782.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] [PII], um, let me get over there and look at your.
[AGENT][NEUTRAL] Information. I'll need for you to please verify your date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then for security reasons can you please give me your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] They don't, so you said, what else?
[AGENT][NEUTRAL] Email address and the phone number on the policy.
[CUSTOMER][NEUTRAL] Call [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you sir and it looks like I have your work email address is um can you give me that one?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I think I don't really remember that one in my head.
[CUSTOMER][NEUTRAL] Like [PII], something like that [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's.
[CUSTOMER][NEUTRAL] I think it was there as much by that comes up, yeah.
[AGENT][POSITIVE] Yes, you're very close, but that's good. Thank you. I appreciate it. OK, now let me look at your claim and see what information is needed for it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, this is what it's reading to me. This is the remarks from the claims examiner. The claim form submitted was incomplete. The order, in order for the additional consideration to be given to your claim, please complete the employee's portion of the claim form in its entirety. Your claim will be in active status until we receive the requested information.
[AGENT][NEUTRAL] So on that claim form there's a portion for your employer to fill out.
[AGENT][NEUTRAL] And that portion needs to be completed in its entirety and resubmitted back into us.
[CUSTOMER][NEUTRAL] Oh that's been like you know they did not fill that up, right? So and then the portion that I had to complete, did I complete that already or just like you know the employee so that's the only part of it you guys need.
[AGENT][NEUTRAL] No, it'll be um your employer, your um who you work for like maybe usually they go to the human resources department and you can get somebody there to fill that part out for you and then send it back in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that, that, that, that's all they, they're gonna need, right?
[AGENT][NEUTRAL] Right, that's all it says on this, on this um remark from the claims examiners.
[CUSTOMER][NEUTRAL] Exactly, that's that's what I have to. They sent me a letter. That's the reason why I called.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes sir, so just if that part can be filled back out and resubmitted they'll start reprocessing your claim again.
[CUSTOMER][POSITIVE] Alright then, not a problem. So I'm gonna try to call because to call my my job and then see what's that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] And then if they can submit it back for me.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you very much. I appreciate your help.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You're very welcome, Ms. [PII]. Is there, Mr. [PII], is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Mm, I think that should be it because like there there's nothing else you can tell me about it, right? Besides that.
[AGENT][POSITIVE] Right, because, right, that's correct. That's correct. OK. All right. Well, I hope you have a wonderful week and we thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right you too thank you very much.
[AGENT][POSITIVE] You're welcome, sir. Bye-bye.