AccountId: 011433970860
ContactId: 211438fa-b8c3-4e0d-bc9a-b4919706fd7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126860 ms
Total Talk Time (AGENT): 56366 ms
Total Talk Time (CUSTOMER): 45198 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/211438fa-b8c3-4e0d-bc9a-b4919706fd7f_20250402T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] Doing great, doing great, um, I'm a broker. I'm just calling to check on a claim for one of our customers.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is 2331673.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. Um, what was the date of service for this claim?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mm, it should be the only one in the computer, let me see, um.
[AGENT][NEUTRAL] Yeah, we do just have the one.
[CUSTOMER][NEUTRAL] Maybe [PII].
[AGENT][NEUTRAL] Yeah, it looks like there's a couple of items. There's 324 and 326, uh, let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like the claim form was not completed. It's stating that the insured needs to give a detailed description of the accident or diagnosis of sickness, so it doesn't appear that we've got sufficient information for this claim.
[CUSTOMER][NEUTRAL] OK, I saw, um, we uploaded the, I think the police report, the itemized bill, and the diagnosis you're saying we dismissed the claim form.
[AGENT][POSITIVE] That's what it appears to be, yes, with a uh detailed description of what happened.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I will make sure that that's uploaded today.
[AGENT][POSITIVE] OK, alright, sounds good. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it. I appreciate your help.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.