AccountId: 011433970860
ContactId: 211078de-543a-49af-b4bd-f01f2d03d073
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1417300 ms
Total Talk Time (AGENT): 537278 ms
Total Talk Time (CUSTOMER): 630428 ms
Interruptions: 10
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/211078de-543a-49af-b4bd-f01f2d03d073_20250213T13:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I believe we spoke yesterday. Uh, this is in reference to my accident with the broken foot and [PII]'s accident report with the splinter in his eye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, let me get the policy number, [PII].
[CUSTOMER][NEUTRAL] I just received another.
[AGENT][NEUTRAL] Let me see, let me
[CUSTOMER][NEUTRAL] Uh, no, but I have the, um, hang on here. I got the claim number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I have one claim number I don't know if that's the same. OK, 356-3151.
[AGENT][NEUTRAL] OK, give me your phone number, [PII] [PII] in case we're disconnected and we can proceed.
[CUSTOMER][NEUTRAL] That's another.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and let me verify you and then we can uh move forward looking at the claims, OK?
[CUSTOMER][NEUTRAL] OK, [PII] is sitting here right next to me, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have some kind of a confusion here again that we're needing this and that and
[CUSTOMER][NEGATIVE] Again, it's not good. There's another claim number I received yesterday.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] Which I was told, OK, I'm not gonna jump the gun here, yeah.
[AGENT][NEUTRAL] You're fine I mean just.
[AGENT][NEUTRAL] Oh, it's locating the policy number. OK, I have that. Do you want to write down the policy number just so when you call next time?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it's 245.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 34
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], what's your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for verifying. OK, so are we looking at a claim for [PII] or for you?
[CUSTOMER][NEUTRAL] Both we're looking for my broken foot claim and my and my um cast and all that and we're looking at [PII]'s eye issue where he had a splinter in the eye that would have been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I believe [PII]. Do you wanna talk?
[AGENT][NEUTRAL] No, I can, you're fine because you're on the policy, so let's look at your claim first. Did you just receive an explanation of benefits?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I got a claim is now complete reference in this claim number I gave you.
[AGENT][NEUTRAL] OK, so I am looking at that claim.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It'd be 356-315-1.
[CUSTOMER][NEUTRAL] Because when I spoke to somebody.
[CUSTOMER][NEUTRAL] Yeah, when I spoke to somebody yesterday, they said the accident claim was actually not received once she.
[CUSTOMER][NEGATIVE] The actually the claim form was not received, but [PII] is telling me he submitted everything, I mean a whole package of stuff on that.
[AGENT][NEUTRAL] Yeah, so what's
[CUSTOMER][NEUTRAL] And he was going to contact you guys.
[AGENT][NEUTRAL] OK, so let's look at the claim number that you gave me 356.
[AGENT][NEUTRAL] 3151.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, did you receive an explanation of benefits? Or no, you just received the text message. OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] So I'm gonna read to you this is for data service [PII] from UPMCs.
[CUSTOMER][NEUTRAL] No, that was Lessus. That, that's that's Leus I accident.
[AGENT][NEUTRAL] OK, I'm showing it
[CUSTOMER][NEUTRAL] Mine was referring to.
[AGENT][NEUTRAL] OK, this this pulled up under your name, the claim number that you gave me.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, but that wasn't on December, that was uh.
[CUSTOMER][NEGATIVE] My accident broke my foot was [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] So there was another emergency room filed which I received the saying from you guys in the letter that is not covered.
[AGENT][NEUTRAL] Which is the claim number that I'm going over now, but let me pull up the file because I'm showing it was processed under your name instead of [PII]'s, but it, it did deny fighting that outpatient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, I can.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It says outpatient services are not covered under this policy is the denial reason. So let me pull up this claim.
[CUSTOMER][NEUTRAL] OK, and that was.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The accident of mine on [PII].
[CUSTOMER][NEGATIVE] Oh, I broke my foot.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So on the claim it lists uh the claim form, it shows you as the patient on this one. So give me one second, let me.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And so does the documentation from UPMC. It says [PII] is the patient.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] OK, which accident is that referring to?
[AGENT][NEUTRAL] So the date of service is [PII].
[AGENT][NEUTRAL] And I don't know if this was related.
[CUSTOMER][NEGATIVE] OK, that is incorrect.
[AGENT][NEUTRAL] To an accident.
[CUSTOMER][NEGATIVE] That was denied. That was the night. Yes. That was the night of like I was just.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Yeah, I think this is for your high blood pressure. This is for your high blood pressure.
[CUSTOMER][NEUTRAL] That was
[CUSTOMER][NEUTRAL] [PII], that was suspected a heart attack and they did testing, there was no heart attack, thank goodness. So I understand that was denied. I do understand that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now there were 2 claims given, two other claims that are pending. One is my accident on [PII] for a broken foot and one is for [PII] as the patient for the splinter in his eye. Both of them were documented and submitted.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what day was
[AGENT][NEUTRAL] What was the date of service for [PII]?
[CUSTOMER][NEUTRAL] I believe that was on December.
[CUSTOMER][NEUTRAL] I, I don't know right now. That was on December. Go through these papers and find that please.
[AGENT][NEUTRAL] Uh, it, it was [PII]. OK, give me just a moment to look through his file, OK?
[CUSTOMER][NEUTRAL] I don't think that was the [PII] because she was off on the [PII]. Give me that paper stack here.
[CUSTOMER][NEUTRAL] No, we can't do that that slow. Give me it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the, the claim number that you gave me when you call, that's under your hospital indemnity policy. Let me move to the accident policy number.
[AGENT][NEUTRAL] [PII], do you wanna write down the accident policy number?
[CUSTOMER][NEUTRAL] OK, let's
[CUSTOMER][NEUTRAL] [PII] [PII]'s accident was on.
[CUSTOMER][NEUTRAL] Uh, let's see here what the date is on that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. The policy we were looking under was the HI policy regarding the claim you've initially called on. So let me move to the accident policy. And do you want to write down the accident policy number, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, I will.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So, the accident policy number is 228.
[CUSTOMER][NEUTRAL] 228
[AGENT][NEUTRAL] 665 8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then let me go there.
[CUSTOMER][NEUTRAL] And that refers to both of us if you have a claim or is it just one of us?
[AGENT][NEUTRAL] Yeah, I'm, I'm pulling it up now.
[AGENT][NEUTRAL] And under this accident policy, I show both you and [PII]. So I'm gonna look at [PII]'s claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Which refers to [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] He had a splinter in his eye and that was removed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I think we spoke about this yesterday. Uh, what we initially received, we couldn't read it, but I do show that something was sent on the [PII], so let me take a quick look at that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, that was resubmitted by [PII]. Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I sent him actually all this paperwork that he has physically that in front of him so we can't say we didn't read it, we didn't receive it whatever he has that he submitted it, so what happened to that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me a quick moment to look at the information, OK? and I'll be right back with you.
[CUSTOMER][POSITIVE] Thanks. Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And you said this was related to his eye, right?
[AGENT][NEUTRAL] [PII], this is related to an injury of the eye.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] This is uh related to an injury of the eye.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That happened at work. It was a work accident.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you wanna talk? Yeah, I said we didn't put it down as far.
[AGENT][NEUTRAL] Yes, I do show, uh, yeah, this is what was received on [PII], and so it's in line to be processed.
[CUSTOMER][NEUTRAL] Of course it's look down there.
[CUSTOMER][NEUTRAL] What else did it happen?
[CUSTOMER][NEGATIVE] It happened and it's not comp because you didn't go on comp.
[CUSTOMER][NEUTRAL] It's not a cramp issue. He was treated as an accident at work and released.
[AGENT][NEUTRAL] OK, so we received the information from the agent. It's in line to be processed.
[CUSTOMER][NEUTRAL] Oh, so, OK. OK. So you have everything that's needed for that, right?
[AGENT][NEUTRAL] Well, I'm not the reviewer of the file. I'm just letting you know that we did receive whatever the agent sent to us on [PII], so it's in line waiting to be reviewed.
[CUSTOMER][NEUTRAL] OK, and you can and and.
[CUSTOMER][NEUTRAL] OK. OK, good enough. And then what is my [PII] accident status? What is
[AGENT][NEUTRAL] OK, so let, let me, let me move to your claim. One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It has nothing to do with comp. Comp you get if you can't go back to work.
[CUSTOMER][NEUTRAL] He wasn't off work or anything for it, but it was an accident at work.
[AGENT][NEUTRAL] OK, and I think this is one that we went over yesterday, [PII], for you.
[CUSTOMER][NEUTRAL] Uh-huh. Yeah.
[AGENT][NEUTRAL] Um, fighting that, um,
[CUSTOMER][NEUTRAL] That was the claimant statement missing and the physician statement missing. Both of that was submitted by [PII]. Both of that has been received.
[AGENT][NEUTRAL] OK, so that's what I'm showing it's not received. So the, the document that I'm looking at now was sent to us on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so additional effort.
[CUSTOMER][NEUTRAL] So what I've been missing?
[AGENT][NEUTRAL] Additional information is being requested give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It says we need the enclosed claim form completed by the insured, giving a detailed description of the accident or diagnosis of sickness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, which, which form would that be? Accident and health claimant statement?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and that was actually submitted, but I will resubmit that today.
[AGENT][NEUTRAL] It's a, it's actually a wellness claim that I'm looking at for this date. Did you report to the emergency room?
[CUSTOMER][NEUTRAL] Yes, of course, I have a broken foot, yeah.
[AGENT][NEUTRAL] Yeah, I think that the incorrect claim form was sent in, uh, the this is a wellness claim form that was sent in instead of an accident claim form.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm
[CUSTOMER][NEUTRAL] So I'm using the accident and health claimant statement form?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Which was submitted by [PII]. But anyways, and then on the back end of that, it says attending physician statement. Well, the physicians don't sit and fill out statements, but I did inquire at medical records, and they gave me all the physicians dictations and statements, and that was also submitted.
[AGENT][NEUTRAL] OK, now, when you talk about the physician statement, what, cause I don't see that that's being requested. So what are you looking at that indicates that that's what we're needing?
[CUSTOMER][NEUTRAL] Well, uh,
[CUSTOMER][NEUTRAL] I don't know, you told me, somebody told me that.
[CUSTOMER][NEUTRAL] But again, all my medical records from medical records at the hospital was submitted.
[CUSTOMER][NEUTRAL] Uh, with the X-rays, with the, with the, uh, with the CD with all the statements, with the medical codes, everything was submitted other than the claimant statement, which I also have here in front of me which Cody also submitted, but I can submit that again today.
[CUSTOMER][NEGATIVE] Now it gives me literally like a a half of an inch to describe the injury. Uh, is that sufficient or should I add an extra paper to that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just send in.
[CUSTOMER][NEUTRAL] Because I can only write like 3 or 4 sentences on that.
[AGENT][NEUTRAL] Yeah, you can just use an uh if you have an extra 8.5 by 11 paper, you can just use that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so basically I submitted.
[AGENT][NEUTRAL] If there's not enough room on the claim form.
[CUSTOMER][NEUTRAL] Yeah, the accident and health claimant's statement, that's what I'm submitting, correct?
[AGENT][NEUTRAL] At the top it says accident claim form, statement of insured.
[CUSTOMER][NEUTRAL] I don't have that form. It says accident and health claimant statement.
[AGENT][NEUTRAL] And where'd you get that from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that may be an old accident claim form.
[CUSTOMER][NEUTRAL] Well, OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] So what, what should it read?
[AGENT][NEUTRAL] At the top it says accident claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the first page.
[AGENT][NEUTRAL] And then the second page says accident claim form and then underneath it says statement of insured, so that would be the section.
[CUSTOMER][NEUTRAL] OK. Well, how many pages?
[AGENT][NEUTRAL] For the insured to complete.
[CUSTOMER][NEUTRAL] OK, OK. Why, why is this happening to us that every time we file a claim, there's some, some run around, I mean, [PII], the insurance man should know to give me the correct form.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I mean that's a question you need to address with [PII] and there are times if we do not receive the required information or information is lacking, we'll have to request that information to fully, you know, complete the claim or process any benefits available.
[CUSTOMER][NEUTRAL] He knows when he submits the form.
[CUSTOMER][NEUTRAL] Yeah, I did already. Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I understand that, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because last year I had a claim. I had an accident similar. I broke bones and
[CUSTOMER][NEUTRAL] I used the exact same form, however, I'm gonna with [PII] here right now.
[CUSTOMER][NEUTRAL] Uh, to get me the correct form.
[CUSTOMER][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] I will get that form back to him and submit that.
[AGENT][NEUTRAL] Yeah, and I can eat
[CUSTOMER][NEUTRAL] We'll make a note of that that.
[AGENT][NEUTRAL] I can email you the claim form if you would like.
[CUSTOMER][POSITIVE] Would you do that? That would be super.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And, and, uh, can you verify the uh email address that we have on file?
[CUSTOMER][NEUTRAL] You should have [PII]. That is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what we have one moment.
[CUSTOMER][NEUTRAL] Yeah, that should be 2 pages then.
[AGENT][NEUTRAL] Give me 1 2nd, let me get this prepared for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I appreciate you being helpful and I'm not exactly sure what's going on here, but
[CUSTOMER][NEUTRAL] Um, yeah, it needs to be sorted out.
[AGENT][NEUTRAL] Yeah, so earlier you said we were giving you the run around. There are times that we will have to request additional information.
[CUSTOMER][NEUTRAL] I mean, on, on, on the.
[AGENT][NEUTRAL] Um, and it's to your benefit because we wanna make sure that we can process every possible benefit that's covered under your plan, um, and I know that you stated that [PII] sent us something under your for you, but, um, the last documentation we received is on [PII], and I indicated to you what that is, so which is still lacking information that we need to process your claim, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I will go, I will wait for this coming in the email which should just not take time, but then I will get this [PII] and I will tell him to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just, just because to resubmit everything and I will submit this form you're sending me right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And I appreciate that again.
[AGENT][NEUTRAL] Alrighty. And so when you get the claim form, um, [PII], I'm reading specifically what your remark codes, the remark code says on your claim and it says we need the enclosed claim form completed by the insured, giving a detailed description of the accident. So that's gonna be page.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, because, because there is an attending physician statement attached to that, so just so that we are clear.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, it's specifically requesting um the insured, which would be you portion of this claim, so that's gonna be section A.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Section G.
[CUSTOMER][NEUTRAL] Well, see, the form I have, go ahead, go ahead, G, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] G as in George, G as in George, and this is a read. This is something for you to read and then it requires uh the policy number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your name, since you're the patient, print your name, your date of birth, and then your signature and then signature date at the bottom. So you're gonna, that's page 4.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're gonna complete page.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 4
[AGENT][NEUTRAL] And page 2.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you need additional space to to document your accident details if you have an 8.5 by 11 piece of paper, you can just write it on that that's fine, and sign it and date it.
[CUSTOMER][NEUTRAL] Mhm. Well,
[CUSTOMER][NEUTRAL] Well, there isn't a whole lot to ride. I, I walked and I slipped on the ice on uneven surface.
[AGENT][NEUTRAL] Yeah, yeah, whatever it may be just just simply state the detail that's all they're needing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, I will do that. I will look for the email and then I will get with Cody and then we have to maybe somehow get on the same page here. Thank you.
[AGENT][NEUTRAL] OK, and I did send you the email, so I would like to stay on the line just a bit to make sure that you did receive it and are able to open up that attachment.
[CUSTOMER][NEUTRAL] Oh, OK, so.
[AGENT][NEUTRAL] It's coming from
[CUSTOMER][NEUTRAL] Hang on, I will look.
[AGENT][NEUTRAL] It's coming from [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]. OK, let me, OK.
[CUSTOMER][NEUTRAL] OK. [PII], accident claim form.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and there is
[CUSTOMER][NEUTRAL] Let me see, download that.
[CUSTOMER][NEUTRAL] Download complete, open.
[CUSTOMER][NEUTRAL] What did we ever do without all this, huh?
[CUSTOMER][NEUTRAL] OK. OK, I have the instruction 234, looks like 5 pages. Yup.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And so you're gonna complete which pages will you complete?
[CUSTOMER][NEUTRAL] OK. Now, let me ask you this, just so it would be a lot easier on my foot, on my part. Would you be able to email those forms you just sent me to Berky excavating as well?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have the is that to your agent?
[CUSTOMER][NEUTRAL] That would be [PII]'s employer and I have their email address hang on.
[AGENT][NEUTRAL] Why would I send the claim form to the employer?
[CUSTOMER][NEUTRAL] Because they are printing that out for me. I don't have a printer. They have to print it out.
[AGENT][NEUTRAL] OK, so the document that I just sent you, can you forward that document to them in email?
[CUSTOMER][NEUTRAL] I, I could do that, yeah, I could do that as well. I mean.
[AGENT][NEUTRAL] Yeah, just click forward and then enter there.
[CUSTOMER][NEGATIVE] But they never, what, what it is, what it is, they are always, whenever something happens and we need a form or another, they never have the correct forms, OK? I don't know if this is [PII]'s doing or or the insurance is doing or you guys, they do never have the correct form and that's what we initially got.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, we're sending you the correct, we're we're sending you the updated claim form.
[CUSTOMER][POSITIVE] OK, I will forward those to, to [PII] and [PII]. OK, thank you. That's appreciated. Thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] Not at the moment, thank you.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a good day, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye. Bye.