AccountId: 011433970860
ContactId: 4167d995-1bb2-4768-aaf0-7c53c3da2012
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115720 ms
Total Talk Time (AGENT): 83994 ms
Total Talk Time (CUSTOMER): 37625 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/4167d995-1bb2-4768-aaf0-7c53c3da2012_20250311T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] calling you back. I left you a message yesterday, uh.
[AGENT][NEUTRAL] Yes, sir. Thank you for calling me back. The reason I called you, the last paperwork we had, the doctor had you out to the [PII], and all you had to do is send in your portion of the claim form. You haven't sent it in. I was just checking to see, did you return back to work?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] When did you return back to work?
[CUSTOMER][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] Of what, February or March?
[CUSTOMER][NEUTRAL] Uh, uh, February.
[AGENT][NEUTRAL] OK, so if you send in your portion of the paperwork, I can pay you up to, uh, from [PII]. Are you, yeah, just sending your portion of the paperwork and I'll put a note that you, yeah, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] That's no problem. Can I, and now the paperwork just to note from the hospital is OK, or how does that work?
[AGENT][NEUTRAL] Uh, no, I don't need nothing but your, your insured's statement with your information on it and you put on there cause it asks you, have you returned back to work, you put on there return to work day and I don't need anything else from the from the doctor because on your previous client he had you out possibly to the [PII]. So, so yeah, just send in your portion of the claim form.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, that's no problem. Yeah, yeah, I didn't go back. I went back on the [PII]. OK, uh, can I fax that to you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, fax it to that fax number that's on top of the claim form.
[CUSTOMER][POSITIVE] OK, yeah that works that definitely works.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Oh, OK. I, I thought there was something really seriously wrong. No, yeah, that's no problem. I, I forgot all about it. I really did.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, I figured you did, but that's why I said, well, let me call and see, did he return back to work or something. OK, so we'll just wait to get that information, OK?
[CUSTOMER][POSITIVE] OK, thank you very much. I will uh fax that over the weekend.
[AGENT][POSITIVE] OK, well, thank you. You have a great day. All right. Bye-bye. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye.