AccountId: 011433970860
ContactId: 3907dab5-2585-45db-9b2b-bc692786309c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 521729 ms
Total Talk Time (AGENT): 163305 ms
Total Talk Time (CUSTOMER): 151539 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/3907dab5-2585-45db-9b2b-bc692786309c_20250624T16:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I'm calling to get an update on the claim claim numbers.
[CUSTOMER][NEUTRAL] 495-024.
[AGENT][NEUTRAL] Um, I can hardly hear you. You sound far, far away from the phone. Can you repeat your name?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Oh [PII].
[AGENT][NEUTRAL] OK, [PII], um, and you say you're looking for a claim?
[CUSTOMER][NEUTRAL] Yes I'm calling to check the status on it.
[AGENT][NEUTRAL] OK, uh, and you said you have the claim number?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It is 249-5024.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, so this is a call back um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] area code.
[AGENT][NEUTRAL] [PII] is the area code [PII]. OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's got 3 bombs it's gonna be that much. You might have to fill it up. It ain't gonna be that much. You want to fill it up.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Then the number you're giving me, you said is the claim number 2495024, or is that the policy number?
[CUSTOMER][NEUTRAL] Oh, I have a confirmation number also, um. That's the policy number, babe, blow it up and give it to her. That's that's.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so, um.
[CUSTOMER][NEUTRAL] You, that's the policy on the claim.
[AGENT][NEUTRAL] Yes, I, I went ahead and used it as a policy, OK? Um, may I have the date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII] [PII] well it's in my wife's email is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like your claim right now is under review.
[AGENT][NEUTRAL] It has not been completed just yet.
[CUSTOMER][POSITIVE] So, ma'am, they have everything that they need because they asked for more information from the doctor and they told her that they send it to them. So they have everything they need now.
[AGENT][NEUTRAL] Um, let me check the notes and see if, because it looks like that we were waiting on uh medical records. So let me check and see if we got that medical records. OK, one moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Maybe um.
[CUSTOMER][NEUTRAL] I'm old.
[AGENT][NEUTRAL] OK it's gonna be a minute. I'm waiting on the documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Do some homework.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Turn it off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me. OK, so um it looks like we're still waiting on those medical records. I checked all documents and I didn't see the medical records.
[CUSTOMER][NEUTRAL] Ma'am, the medical records would have been, uh, sent in from um.
[CUSTOMER][NEUTRAL] From the health care uh provider and um.
[CUSTOMER][NEUTRAL] It's been over a month now, ma'am. It's really uh drawn out and um.
[CUSTOMER][NEUTRAL] The, uh, uh, the, um, primary care lysis she already sent the people again.
[CUSTOMER][NEUTRAL] I, I don't see, uh, you know.
[CUSTOMER][NEGATIVE] But why you haven't received them all, she said she already sent them in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm not sure how she send them or yeah, we, we just have not received them. We went ahead and sent another request on the [PII].
[CUSTOMER][NEUTRAL] It's been going on ever since.
[CUSTOMER][NEGATIVE] It's ridiculous.
[AGENT][NEUTRAL] To see if we will receive those medical records, but I don't see that we have received them just yet.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I'm gonna check back with you.
[CUSTOMER][NEUTRAL] um, provider she is um.
[CUSTOMER][NEUTRAL] To make sure they sell it out and um I guess I'll give you a call back.
[CUSTOMER][NEUTRAL] And now, this is [PII], once I get those medical records, that's all you all need, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's all we need to review. Once we receive the, the medical records, we'll review the medical records and process the claim.
[AGENT][NEUTRAL] Yes, if you want to talk to the.
[CUSTOMER][NEUTRAL] And I make a review.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] The review is, um, it does not take that long for the review because this case has been going on for a while now, right?
[AGENT][NEUTRAL] Uh, correct, yeah, once this review, um, it depends on how long is the file. If it's a really big file, it takes a little bit longer if it's not that big, then it takes less time, um, so we don't know exactly how big the file is gonna be until we receive the file, um, if.
[AGENT][NEUTRAL] You want to check with the provider of service you can let them know that we send a fax over on [PII] requesting the um medical records again and they can probably tell you when they send it, but we have not received the last thing I see here is the claim information, the claim form.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, well thank you so much.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Mr. and Mrs. [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, that's it by now.
[AGENT][POSITIVE] All right, well thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.