AccountId: 011433970860
ContactId: 3c841549-f0c1-4750-b012-8bc54d2a1e31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229490 ms
Total Talk Time (AGENT): 49360 ms
Total Talk Time (CUSTOMER): 126783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/3c841549-f0c1-4750-b012-8bc54d2a1e31_20250520T13:55_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] That's the
[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I didn't. Good morning. Um, I was calling because I received an email yesterday that said that my claim, I did a claim for myself and my husband online, and I received an email saying that the claims were finished and when I click on the file.
[CUSTOMER][NEUTRAL] It says to me that I need to provide.
[CUSTOMER][NEUTRAL] More information.
[CUSTOMER][NEUTRAL] Um, it says in order to complete the claim, provide a motor vehicle report and then a process of
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The statements from the doctor, um, and so I had two questions about that.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] The policy number is 2.
[CUSTOMER][NEUTRAL] 184486
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And can I get your uh name and date of birth?
[CUSTOMER][NEUTRAL] My name is [PII]. My date of birth is [PII].
[AGENT][NEUTRAL] And then do you have a good callback number in case we are disconnected, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Just need two more pieces of information, your address and your email address.
[CUSTOMER][NEUTRAL] My address is [PII] and my email address is [PII].
[AGENT][POSITIVE] OK, thank you so much. And were there claims for both of you?
[CUSTOMER][NEUTRAL] Yeah, one was from uh myself and one was from my husband.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and then what were your questions on that?
[CUSTOMER][NEUTRAL] Um, my first question was, so, uh, it gave me a sheet that said explanation of benefits, and it has two remarks on there. One remark is saying in order for the claim to be completed, I have to provide a motor vehicle report.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then the other is saying that I need to have an itemized statement of services providing the listing and the diagnosis, um.
[CUSTOMER][NEUTRAL] And then the bottom of the sheet says if I disagree with the decisions, I have to appeal the claim. Do I have to do that or do I just have to provide the things that the remarks are saying?
[AGENT][NEUTRAL] Oh no, you just have to provide what we're asking for. That's just that that appeal remarks just something that goes.
[CUSTOMER][NEUTRAL] And can I upload that to online portal or is there a different way to do that?
[AGENT][NEUTRAL] No, you can upload it online, just reference that claim number when you upload it.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, I'll get that done.
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] And then so I won't need to like reach out to you guys once I upload it you guys will get it.
[AGENT][NEUTRAL] Yes, we'll start we'll uh put it in for processing and then our claims department will review it and then if everything's good then it'll be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much. That's it.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you.