AccountId: 011433970860
ContactId: 19ab8fe1-67d2-48a7-b505-ebd61534ec0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296320 ms
Total Talk Time (AGENT): 48254 ms
Total Talk Time (CUSTOMER): 102728 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/19ab8fe1-67d2-48a7-b505-ebd61534ec0e_20250605T20:32_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with APL care team.
[CUSTOMER][NEUTRAL] I have a um
[CUSTOMER][NEUTRAL] [PII] on the line and she is calling in regards to a claim for her son uh [PII] policy number 1392608.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me know when you're ready and I have the claim number that she's referring to.
[AGENT][NEUTRAL] And he's part 4?
[CUSTOMER][NEUTRAL] It's the
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, let me go part 5.
[AGENT][NEUTRAL] 55, OK.
[CUSTOMER][NEUTRAL] And she did verify um it's the most recent claim 3608523.
[CUSTOMER][NEUTRAL] I read the denial code to her but um she's saying that she um submitted all of that and I know we're not allowed to research any of that um and I wouldn't know what to look for um in regards to a claim.
[CUSTOMER][NEUTRAL] But I did read the denial code and she said that she thinks that she sent it already.
[AGENT][NEUTRAL] OK you can send to run over.
[CUSTOMER][POSITIVE] OK, thank you so much and what's your name and I'll introduce you.
[AGENT][NEUTRAL] Oh my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] [PII], are you on the line?
[CUSTOMER][NEUTRAL] Yes I am. I, I have [PII] from claim support. I, I gave her a brief synopsis of what you're asking for and she'll be able to help you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you for calling APO. This is [PII], and how can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I'm trying to see, she said you should be able to help me to see what's, um, needed because I sent in everything I had and filled out the papers and send them it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me one second, I'm uh pulling up your.
[AGENT][NEUTRAL] Information that was sent in to be sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you doing OK today?
[CUSTOMER][NEUTRAL] Yes, ma'am, I am.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright it looks like on the claim form that we uh.
[AGENT][NEUTRAL] The claim form, uh, the bottom of the claim form was not signed. Do you still have a copy of the claim form?
[AGENT][NEUTRAL] That you uh sent over to us, yeah, the bottom of the claim form has to be signed and dated and this one is not.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so if nothing else just go find it.
[AGENT][NEUTRAL] Yeah, that looks like, yeah, looks like that is all that we are.
[CUSTOMER][NEUTRAL] And submit it back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, I'll get it. I was just making sure that's what I said.
[CUSTOMER][NEUTRAL] So, um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Get that sign and get it back to you, alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, no problem.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.