AccountId: 011433970860
ContactId: 43ecdc74-423d-46ec-bb66-da62d48578a8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 766799 ms
Total Talk Time (AGENT): 187488 ms
Total Talk Time (CUSTOMER): 164425 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/43ecdc74-423d-46ec-bb66-da62d48578a8_20250610T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], this is [PII] for [PII].
[AGENT][POSITIVE] How can I help you today, [PII]?
[CUSTOMER][NEUTRAL] The policy
[CUSTOMER][NEUTRAL] I'm calling to get uh um it said it was a um.
[CUSTOMER][NEUTRAL] That they completed the claim, so I was calling to get the status on it.
[AGENT][NEUTRAL] Claim status with you [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 2495024
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] That I.
[AGENT][NEUTRAL] And can I get his uh name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And is [PII] with you?
[CUSTOMER][NEUTRAL] No, I came to get him some clothes. He's at the hospital. Um, I can put him on 3 way if you want me to.
[AGENT][NEUTRAL] Yeah, I just need him to verify that um I'm allowed to speak with you on his behalf.
[CUSTOMER][NEUTRAL] Oh, he did do that, but I'll put him on just one minute.
[CUSTOMER][NEUTRAL] People
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi are you still there?
[CUSTOMER][NEUTRAL] Yes, this one let me um let him.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey baby. OK, she wanna talk to you.
[AGENT][NEUTRAL] Hi, [PII], is this [PII]?
[CUSTOMER][NEUTRAL] Who was that?
[CUSTOMER][NEUTRAL] Yes it's [PII]
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh, I'm so sorry. I think I lost you for a second. Can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and am I able to talk to [PII] on your behalf today?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and I do just wanna let you know whenever you do this over the phone it's a one-time authorization so anytime she calls on your behalf we will need to do this. If you would like us to skip this, you will need to do a third party authorization form and send it to us, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Great. Um, so I will go ahead and speak to [PII], um, if that is all right with you. I got your permission. Um, thank you so much. And I can go ahead and talk to you now, [PII], whenever you like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I'm here.
[AGENT][NEUTRAL] Oh, OK. Uh, what, what was the date of service for the claim?
[CUSTOMER][NEUTRAL] Um, just one minute, let me get it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, I'm trying to find. I don't remember the date.
[CUSTOMER][NEUTRAL] I have the uh
[AGENT][NEUTRAL] Well, do you remember when you sent it in?
[CUSTOMER][NEUTRAL] I have the
[CUSTOMER][NEUTRAL] Yeah, I have to go back and look at it and see what the date was.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm trying to find it. Uh.
[CUSTOMER][NEUTRAL] It's, it's been a minute though.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just can't find it.
[AGENT][NEUTRAL] Let me see here just real quick.
[CUSTOMER][NEUTRAL] Because when you get a confirmation back, it's no date is on it so I can't remember exactly the date I sent it in though.
[AGENT][NEUTRAL] Oh, that's OK. Um.
[AGENT][NEUTRAL] But you did get a confirmation number?
[CUSTOMER][NEUTRAL] Yes, it's uh it's O as in Oscar, S as in Sam.
[CUSTOMER][NEUTRAL] C as in cat.
[CUSTOMER][NEUTRAL] 99023.
[AGENT][NEUTRAL] OK, I, I've got that right here. Um, let me see real quick.
[AGENT][NEUTRAL] Yeah, it looks like we finished processing that um claim yesterday, [PII]. Let me see what's going on.
[AGENT][NEUTRAL] All right. It looks like we were missing some documents.
[AGENT][NEUTRAL] And it looks like.
[AGENT][NEUTRAL] It looks like we requested medical records and so we're just waiting for that.
[CUSTOMER][NEUTRAL] OK, from his daughter.
[AGENT][NEUTRAL] Yeah, we just, yeah, we just requested the medical records today. Um, so I would give it, um, some time, see if you, if they, uh, call back. You, you can always call the doctor and see if they got that request sent in.
[AGENT][NEUTRAL] Um, and see if, um, if they've processed it yet, but I, we're showing that they're, we just requested them today.
[CUSTOMER][NEUTRAL] OK, alright, so I'll call them and see if they um got it they can go ahead and send it on in.
[CUSTOMER][POSITIVE] And probably a good time to check back is when.
[AGENT][NEUTRAL] Um, well, we allow them up to 30 days to send in those papers, um, but if you would like, you can always call back, um.
[AGENT][NEUTRAL] Uh, after you've spoke with them, you can always call back next week and see if you got anything, but we do allow them up to 30 days.
[AGENT][NEUTRAL] Um, but you are able to, to call back in and check in. Mhm.
[CUSTOMER][NEUTRAL] Anything.
[CUSTOMER][NEUTRAL] OK, is there any way yeah I can send that form so he can um I can get him to fill it out because I'm going out there to the hospital today, and he can fill it out while I'm out there because he have surgery in the morning so.
[CUSTOMER][NEUTRAL] If they can um if they could send that, I'll let him um sign it.
[AGENT][NEUTRAL] Are you wanting me to email you the form?
[CUSTOMER][NEUTRAL] The farm like
[CUSTOMER][NEUTRAL] Yeah, well you all can speak to me because if, if I'm gonna be calling to check it, you know, he's having surgery in the morning.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, give me just one moment.
[AGENT][NEUTRAL] And you will need to print out this form, OK?
[CUSTOMER][NEUTRAL] Oh, print it out.
[AGENT][NEUTRAL] Yeah, you'll need to print it out because uh let me, let me look into it real quick.
[AGENT][NEUTRAL] Yeah, you, you all will need to sign it. He'll need to sign it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, so just print it out and let him sign it.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, we'll do that.
[AGENT][NEUTRAL] So give me just one moment.
[AGENT][NEUTRAL] Did you want me to email it to you?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Alright, and is the email that we have on file, the email I can send it to?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, I just sent that out to you through email. Um, it is a form that you will need to download or I'm sorry, print off so that he can sign it.
[AGENT][NEUTRAL] And then that way you won't have to do the the verification every time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I'll do that.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] No, I think that'd be it for right now.
[AGENT][POSITIVE] All right, thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Alright bye.