AccountId: 011433970860
ContactId: 14c145e4-dc4c-446c-8d28-302ed629b103
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164149 ms
Total Talk Time (AGENT): 46334 ms
Total Talk Time (CUSTOMER): 105162 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/14c145e4-dc4c-446c-8d28-302ed629b103_20241231T16:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. I'm a broker. I'm just trying to check on a claim for one of our customers.
[AGENT][NEUTRAL] I can help you, [PII], what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 241-438-0
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth or an employee's name?
[CUSTOMER][NEUTRAL] It is uh [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and we're checking claim status for what date?
[CUSTOMER][NEUTRAL] Um, the date of accidents [PII].
[CUSTOMER][NEUTRAL] And basically, um, we had everything perfect, but they said we were missing the motor vehicle accident report.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we did, we did up like, uh, we did upload that recently. I just wanted to be sure, see if we can just send a note to the examiner, let her know that we because because this particular lady, um, we've had a couple problems with her, so we're trying to keep the group at bay here, um, so I'm just trying to see if we can send a note to the examiner and let them know that we did upload the motor vehicle accident report.
[AGENT][NEUTRAL] OK, I see it here, uploaded on the [PII] on yesterday.
[CUSTOMER][NEUTRAL] Um, I believe so.
[AGENT][NEUTRAL] OK, sure we can get that over to the examiner to let them know that that's arrived.
[CUSTOMER][NEUTRAL] OK, I appreciate you doing that. We, this particular lady had another situation where her son was shot in, um, like 6 months ago, but we didn't pay the claim because the situation was that it's still an open investigation, so we couldn't get a final police report, so I'm trying to make this claim go a lot smoother um for that reason, so.
[AGENT][POSITIVE] Wow.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, we'll let the examiner know.
[CUSTOMER][POSITIVE] OK, I appreciate you doing that.
[AGENT][NEUTRAL] Absolutely. And any other questions, Mr. [PII]?
[CUSTOMER][NEUTRAL] Just had one more quick question if you don't mind. I'm just double checking it real quick to see if it um.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] See if it's updated right here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, let's see.
[AGENT][POSITIVE] You're OK.
[CUSTOMER][NEUTRAL] The amount of people that have called in last week and this week is, is a lot. I'm surprised. I thought people would go like enjoy their vacations and uh it's not the case.
[AGENT][NEUTRAL] Yeah, I, I, you know, probably trying to solidify everything before the end of the year, any money they, I mean, I get it.
[CUSTOMER][NEGATIVE] Not the case. The phones are blowing up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Totally understand that.
[CUSTOMER][POSITIVE] OK, so this one looks like it says uh it's just still received. OK, that's it. I appreciate your time. Hope you have a happy new year.
[AGENT][POSITIVE] You too, [PII] thank you for calling us. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh bye bye.