AccountId: 011433970860
ContactId: 4e3596a4-3109-4478-86c0-32c854341533
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 430760 ms
Total Talk Time (AGENT): 142360 ms
Total Talk Time (CUSTOMER): 103650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/4e3596a4-3109-4478-86c0-32c854341533_20250605T20:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, [PII], I called uh earlier and somehow me and the lady got disconnected. Um, I was asking her about what is the papers that need to be turned in cause I turned in all the papers. I'm not understanding what else is needed.
[AGENT][POSITIVE] OK, um, I can help you with that. Can I get your name and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] 01392608.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[AGENT][NEUTRAL] Can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you so much for verifying that with me. uh, did you have the claim number you were looking at or the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII] I believe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of this year, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I believe that's the date.
[AGENT][NEUTRAL] I'm not showing that a claim for that date of service. Give me just a moment. Let me see if they put some notes in.
[AGENT][NEUTRAL] And is it in regards to um you or someone else on the policy?
[CUSTOMER][NEUTRAL] My son.
[AGENT][NEUTRAL] OK, um, and what is your son's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you so much. That could be why.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEGATIVE] I do feel like something like that don't pull that shit now.
[AGENT][NEGATIVE] I'm not seeing anything for.
[AGENT][NEUTRAL] [PII]. Give me just a moment.
[CUSTOMER][NEUTRAL] I may have the date wrong. It's the most recent one for him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I submitted paperwork like 2 or 3 times.
[AGENT][NEUTRAL] OK, [PII], we weren't that far off.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, let me see what all is needed.
[AGENT][NEUTRAL] Yeah, it says here we need an uh the claim form completed by the insured, which would be you giving a detailed description of the accident or the diagnosis of illness. And you said you sent that?
[CUSTOMER][NEUTRAL] Yes ma'am, my son went over what 22 pages or something the other day.
[AGENT][NEUTRAL] OK, give me one moment, let me see if I can get someone from claims support to help with that. Give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with APL care team.
[AGENT][NEUTRAL] I have a um
[AGENT][NEUTRAL] [PII] on the line and she is calling in regards to a claim for her son, uh, [PII] policy number 1392608.
[AGENT][NEUTRAL] And let me know when you're ready and I have the claim number that she's referring to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the
[CUSTOMER][NEUTRAL] And he's part 4?
[AGENT][NEUTRAL] Uh, let me go part 5.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] 55, OK.
[AGENT][NEUTRAL] And she did verify, um, it's the most recent claim 3608523.
[AGENT][NEUTRAL] I read the denial code to her, but um she's saying that she um submitted all of that, and I know we're not allowed to research any of that um and I wouldn't know what to look for um in regards to a claim.
[AGENT][NEUTRAL] But I did read the denial code and she said that she thinks that she sent it already.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK you can send to run over.
[AGENT][POSITIVE] OK, thank you so much. And what's your name and I'll introduce you.
[CUSTOMER][NEUTRAL] Oh, my name is [PII].
[AGENT][POSITIVE] OK. Thank you so much, [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], are you on the line?
[CUSTOMER][NEUTRAL] Yes I am.
[AGENT][NEUTRAL] Right, I have [PII] from claim support. I, I gave her a brief synopsis of what you're asking for and she'll be able to help you, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Thank you for calling APO. This is [PII], and how can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I'm trying to see, she said you should be able to help me to see what's um needed because our son in everything I had and filled out the papers and send them it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me one second, I'm uh pulling up your.
[CUSTOMER][NEUTRAL] Information that was sent in to be sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Are you doing OK today?
[CUSTOMER][NEUTRAL] Yes, ma'am, I am.
[CUSTOMER][NEUTRAL] Yeah.