AccountId: 011433970860
ContactId: 4a3eebff-5ca9-4665-a784-fe68df6f1371
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 599320 ms
Total Talk Time (AGENT): 174448 ms
Total Talk Time (CUSTOMER): 133723 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/4a3eebff-5ca9-4665-a784-fe68df6f1371_20250224T17:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? My name is [PII].
[CUSTOMER][NEUTRAL] And I filed a claim with you a couple of weeks ago and I was just trying to check the status on it.
[AGENT][POSITIVE] Thank you for call
[AGENT][NEUTRAL] Oh, OK. I can help you with the claim. Please get your name and your policy number.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And I don't know the policy number. I have to give you my social security number.
[AGENT][NEUTRAL] OK, that'll work.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull that up real quick, [PII].
[CUSTOMER][NEUTRAL] I think I got a policy number now. I think that's the number.
[CUSTOMER][NEUTRAL] 248-460-8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me look and see.
[AGENT][NEUTRAL] Thank you, [PII], for that policy number. I've got you pulled up now. Can you please verify your date of birth for me, sir?
[CUSTOMER][NEGATIVE] [PII]. I just had a birthday and you didn't give me a gift.
[AGENT][NEUTRAL] Ah.
[AGENT][POSITIVE] Well, happy, happy birthday to you. Do you want me to sing happy birthday to you?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, I had enough of that already.
[AGENT][POSITIVE] Happy birthday to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I send the two of them already.
[AGENT][POSITIVE] Ah, that's awesome.
[AGENT][NEUTRAL] You're just getting started.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I heard that before.
[AGENT][NEUTRAL] OK, I'll need for you for security reasons, can you give me your
[AGENT][NEUTRAL] Address, phone number, and email address, sir.
[CUSTOMER][NEUTRAL] My address is [PII]. My phone number is [PII]. My email is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. I appreciate you verifying all of that information for me.
[AGENT][NEUTRAL] All right, so I'm going to look.
[AGENT][NEUTRAL] And see what's going on with your claim.
[AGENT][NEUTRAL] OK, Mr. [PII], we have received the claim form.
[AGENT][NEGATIVE] But it was incomplete.
[CUSTOMER][NEUTRAL] You have
[AGENT][NEUTRAL] Yes. In order for additional consideration to be given to your claim, please have your employer to complete the employer's portion of the claim form in its entirety.
[CUSTOMER][NEUTRAL] Whoa.
[CUSTOMER][NEUTRAL] I thought they did.
[AGENT][NEUTRAL] Uh, looking at this, that's, that's what they're needing to be able to complete the claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, can I get a uh a new phone for them because they filled it out. I took it up there and they filled it out whether they completed it or not, I don't know.
[AGENT][NEUTRAL] OK, I understand. uh, yes, so you can get that online let me um give you the website.
[CUSTOMER][NEUTRAL] Uh, can you text that to me on that phone number because I'm not at home and.
[CUSTOMER][NEUTRAL] I didn't forget that.
[AGENT][NEUTRAL] Um, I can't text it to you. I don't have a way to text, um.
[CUSTOMER][NEUTRAL] Can you email it to me?
[AGENT][POSITIVE] Yes, I can email that that for you. Yes sir, I will take care of that. um I'm gonna do that while we're on the phone together uh it's gonna be a brief hold while I get it together and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Mr. [PII] I've got that claim form on its way to you now.
[CUSTOMER][NEUTRAL] OK, uh, you know what I forgot to ask you to do is, well, highlight what they didn't do, you know, so I could tell them what they gotta do.
[AGENT][NEUTRAL] Uh, it just the, um, let me see what the remarks are real quick again.
[AGENT][NEUTRAL] Let me pull it up.
[AGENT][NEGATIVE] It's not telling me specifically what wasn't filled out it's just says to have the employer's portion of the claim form to be complete in its entirety.
[AGENT][NEUTRAL] So there was something on there they didn't complete.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] In its entirety that they need to go back and fix.
[CUSTOMER][NEUTRAL] OK, well I just got it so.
[AGENT][NEUTRAL] And then you could resubmit it.
[CUSTOMER][NEUTRAL] Uh, will that hold up my claim?
[AGENT][POSITIVE] Oh, good.
[CUSTOMER][NEUTRAL] Will that hold my claim up?
[AGENT][NEUTRAL] Yes, your claim will be an active.
[AGENT][NEUTRAL] Yes, it will, um, the claim is in inactive status until we receive the requested information.
[AGENT][NEUTRAL] Once they fill it out and you send it back in, it'll be 7 to 10 business days from that day to process.
[CUSTOMER][NEUTRAL] So uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, cause I sure could use that. I haven't been working, my back been hurting and.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I was counting on and some told me they said call him and see what's going on.
[AGENT][POSITIVE] Bless your heart.
[AGENT][POSITIVE] Yes, I'm glad you did so you know.
[CUSTOMER][NEUTRAL] Yeah, because I've been, I've been out there banging on the mailbox.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, now you know, so now you know what you need to do so we can get it rolling.
[CUSTOMER][POSITIVE] Alright alright thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. I hope you have a blessed day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Bye-bye, sir.