AccountId: 011433970860
ContactId: 19f3f2a9-2200-4739-974d-4d410e327e2d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167070 ms
Total Talk Time (AGENT): 68962 ms
Total Talk Time (CUSTOMER): 75548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/19f3f2a9-2200-4739-974d-4d410e327e2d_20250212T19:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in customer care. How are you today?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm good thank you um I don't know if you can help me with this or not. I just have a question on an accident claim is that something you could help with maybe?
[AGENT][NEUTRAL] Sure. What's the policy number?
[CUSTOMER][NEUTRAL] 228
[CUSTOMER][NEUTRAL] 375-54 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, insured on the line and he's, you know, a little frustrated. The original claim was denied, um, and so he submitted some additional paperwork. My question is, when I looked at the claim that was submitted originally on [PII], it seems like a really old claim form, and I don't even know if it has everything that you guys need, so that's what I was double checking on.
[AGENT][NEUTRAL] Yeah, depending on what he sent, cause yeah, that was an old claim form. We didn't even have the date of accident on that form.
[CUSTOMER][NEUTRAL] Yeah, so.
[AGENT][NEUTRAL] Um, so let me see what the new mail is that he sent. Let's see.
[CUSTOMER][NEUTRAL] He just sent us like an itemized bill with diagnosis code.
[AGENT][NEUTRAL] When, yeah, I know we submitted on that claim, another claim form and we requested the itemized billing, so let me see what we got here.
[AGENT][NEUTRAL] So, we will need that accident claim form completed um with the accident details and the date of the accident because from here, his date of service is [PII], so we don't know the actual date the accident occurred or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, I'm just gonna send him this new one because he got that he said from the.
[AGENT][NEUTRAL] Yeah, the new one. That's what we need. The new one on this one we did resend out the new one, which he says he's turned around and sent things. I'm sure he hadn't got that yet since this was yesterday when this was processed. But yeah, we'll need that, uh, the new accident claim form with him providing the date of accident and accident details on that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and does the attending physician and all that, it has to be signed by them, yeah?
[AGENT][NEUTRAL] No, it's not required.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I'll let him know that because he probably slip out if he sold that.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's not required.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. I will keep that as a good rule of thumb and just send this off to him thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Mm bye.