AccountId: 011433970860
ContactId: 13cd87fa-3204-4c87-8101-46e1ec2f7665
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322019 ms
Total Talk Time (AGENT): 124167 ms
Total Talk Time (CUSTOMER): 91290 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/13cd87fa-3204-4c87-8101-46e1ec2f7665_20250611T12:33_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is uh [PII]. I'm giving you a call about, uh, it said my claim was ready online and now uh you all sent me a text message. I just want to check on it because it won't let me log in.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. What's your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Uh, I got a claim number here. It's uh 361-1446.
[AGENT][NEUTRAL] All right, let me pull that up here. Thank you. One moment.
[CUSTOMER][POSITIVE] Absolutely.
[AGENT][NEUTRAL] All right. And then on the policy, I just need to verify name, date of birth and address, please.
[CUSTOMER][NEUTRAL] Uh, it's [PII] [PII] and uh my address is uh [PII] and my zip code is uh [PII].
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] It looks like the claim was for [PII] correct on an accident?
[CUSTOMER][NEUTRAL] Yes, [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK. So the claim is saying it was denied. It's saying we need an enclosed claim form completed by the insured, giving a detailed description of the accident diagnosis of sickness. Um, did you guys submit the claim form?
[AGENT][NEUTRAL] You know?
[CUSTOMER][NEUTRAL] Uh, I thought we faxed it, yeah.
[AGENT][NEUTRAL] Let me check and see what we have that we received here. Give me just a sec.
[CUSTOMER][NEUTRAL] Yeah, because, uh, they said you all needed a couple, you needed a couple of documents and we send them in and uh then we go to the doctor and get the doctor to send you one, but I don't know if they've ever sent it back to you or not.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I do see that we got on the claim form the attending physician's statement, but that's the only portion of the form that I see that we received. So if you'd like, I can email you the form and then that way you can, if you have a printer, you can print it or fill it out and then get that submitted back to us.
[AGENT][NEUTRAL] Because we need the rest of the.
[CUSTOMER][NEUTRAL] Yeah, cause, uh, well, the, the form that my wife filled out, it said it had her date and everything, the, the accident and whatever, and she was supposed to send it in, but she, she faxed what she done, but I don't know if she, if anybody got it there or not.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Yeah, I mean,
[CUSTOMER][POSITIVE] But yeah, if you don't care to, if you don't care to email that to me, I will get it to her and I'll have her to fill it out and then I'll get it back to you all today.
[AGENT][POSITIVE] OK, yeah, no worries. Let me take a look here.
[AGENT][NEUTRAL] Alright, you guys don't have an email on file, [PII], so what's a good email address?
[CUSTOMER][NEUTRAL] Well, I should have, uh, but anyway, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I am emailing you the claim form now, so give it about 5 minutes to come through and then the um fax number is on there and then you could of course just upload it um online also if you want to, that's another option.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Well, we'll try to do both of them that way I know you'll get it this time cause they emailed me one last time and I don't know why I come through.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, and after you send it to us, you can always if you wanna like double check within like 24 hours just to make sure we received it, you can always check with us we're happy to to verify that we received it as well so.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. Any
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, anything else?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thanks
[AGENT][POSITIVE] You're welcome. Have a good day.