AccountId: 011433970860
ContactId: 5e7e393a-07cf-4f46-a365-7c4beef8e915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1581390 ms
Total Talk Time (AGENT): 763827 ms
Total Talk Time (CUSTOMER): 577412 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/5e7e393a-07cf-4f46-a365-7c4beef8e915_20250121T17:21_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well. I have a, um, [PII] with the broker's office on the phone. She has a question about, uh, [PII]'s accident claim, and I do have her policy number that she's, um, calling on.
[CUSTOMER][NEUTRAL] I guess there's been some like back and forth and we haven't paid the claim yet so she has some questions.
[AGENT][NEUTRAL] OK, what's the policy number?
[CUSTOMER][NEUTRAL] It's 234.
[CUSTOMER][NEUTRAL] 3037
[AGENT][NEUTRAL] OK, do you have [PII]'s callback number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me get her pulled up real quick. Give me just a second.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Do you know which climate is?
[CUSTOMER][NEUTRAL] Um, she just said it was an accident claim.
[AGENT][NEUTRAL] OK, because it all.
[CUSTOMER][NEUTRAL] She said it was from last year.
[AGENT][NEUTRAL] We made a payment on [PII].
[CUSTOMER][NEUTRAL] Oh, you did. Maybe she just needs to know that, or maybe
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was direct deposit.
[CUSTOMER][NEUTRAL] Do you want to tell her or do you need? OK, OK, let me join you all.
[AGENT][POSITIVE] Yeah, I can tell her that's not a problem.
[AGENT][POSITIVE] OK thanks.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII], are you still with me?
[CUSTOMER][POSITIVE] I am, thanks for holding. I have [PII] on the phone for you and she'll take it from here OK?
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hey [PII], it's [PII] in the claims department. How are you?
[CUSTOMER][NEUTRAL] I'm [PII]. How are you?
[AGENT][NEUTRAL] I'm good. I understand you have questions regarding a claim for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am, actually it's for her daughter [PII], um, but yes, I do have an accident claim question.
[AGENT][NEUTRAL] OK, let me get to [PII], um, bear with me. She has quite a few people on the policy. OK, so here we are, [PII].
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] Um, let's see, do you know which claim it is?
[CUSTOMER][NEUTRAL] Yes, it's for a claim. I'm pretty sure, uh, the date of service should be [PII].
[AGENT][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] It was due to a car accident.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] That happened on the [PII].
[AGENT][NEUTRAL] OK, we have several that service um.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Do you have like a specific claim number or we just all of them?
[CUSTOMER][NEUTRAL] I, uh, let's see, she listed some claim numbers on one of these pages. Hang on a second, let me see, um.
[CUSTOMER][NEUTRAL] I just told her where to send them. I was like, hey, [PII] here.
[CUSTOMER][NEUTRAL] Um, OK, let's see if there's some claim numbers on here.
[AGENT][NEUTRAL] OK, I have the most recent claim and it's 13133624. Does that sound about right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm, I mean, maybe she probably had some follow-up stuff. I do know that initially, she had an emergency room visit on [PII] of last year. And then she had maybe some imaging services and maybe some, some type of follow-up service in March that's probably not.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] OK, so I do see the ER visit and I see the diagnostic testing.
[CUSTOMER][NEUTRAL] You know, that's probably true.
[AGENT][NEUTRAL] Um, let me see when that was, let me see that claim, let me see when it was actually processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I've got 2 claim numbers. I don't know if they would be helpful for you, but I do have 2 claim numbers that she wrote on some paperwork.
[AGENT][NEUTRAL] OK, let me, let me have those card numbers. Let's see if that's one of these.
[CUSTOMER][NEUTRAL] One of them is 341-935-3.
[AGENT][NEUTRAL] OK, what's the other one?
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] 15,220
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 34,152,220. OK, so that 3,415,220 was requesting the claim form that was the very first one she sent in for.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That was the very first one she sent in that was requesting a claim form with all the information completed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see when that one was denied.
[AGENT][NEGATIVE] OK, these are the very first claims she sent in. That one was denied on [PII]. That one was received 2-224, denied on 26-24.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the 341-935-3, um.
[CUSTOMER][NEUTRAL] Well, before we move on to that one, are you able to see why that one was denied on 26?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's pull this one up.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, she's sent in 11 documents. She's sending 2 different claims for this one, so again, and they were together as one claim, so.
[AGENT][NEUTRAL] Give me just a second here.
[AGENT][NEUTRAL] OK, she said she did send in a claim form so let me see what's going on with it.
[AGENT][NEUTRAL] OK, so we need to closed claim form completed by the insured giving a detailed description of the accident or diagnosis of sickness. That's what the remark code stated. She said date of accident was [PII] NBA. The car in front of [PII] slammed on brakes, causing her to hit him, and the car behind her rear ended her as well.
[AGENT][NEUTRAL] OK, so on this claim form that she sent in the very first claim, the 341-5220, there was no signature.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the date signed, so the claim form was missing her signature. It has to be signed and dated.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that is why that claim was denied.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's go on from that one.
[AGENT][NEUTRAL] OK, so the 341-935-3.
[AGENT][NEUTRAL] That claim was denied because we needed the police report.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] We received that claim 341-935-3. Let me see when we received it.
[AGENT][NEUTRAL] OK, so we received that claim on 27-24.
[AGENT][NEUTRAL] It was denied on 2-16-24 needing the police report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then we received another claim, let me give you this claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 342.
[AGENT][NEUTRAL] Hold on, give me just a 2nd, 342-353-8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was received on 2 2024.
[AGENT][NEUTRAL] Processed on 227-24.
[AGENT][NEUTRAL] It was denied being the police report as well, the accident report.
[AGENT][NEUTRAL] OK, then we have 12345. We have 5 documents.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you this claim number, it's 343.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0785.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] These documents were received on [PII].
[AGENT][NEUTRAL] These documents.
[AGENT][NEUTRAL] We processed on 3-13-2024 still needing the police report.
[CUSTOMER][NEUTRAL] What will the police report look like?
[AGENT][NEUTRAL] Um, she would have to go either to the local, whoever, whoever came out, whether it was the sheriff's department or local police department, um, whoever came out and done the accident, um, she would have to go there and request that accident report, um.
[CUSTOMER][NEUTRAL] Yeah, she said that she did and so I've got.
[CUSTOMER][NEUTRAL] I've got two different reports and one of them that I'm looking at looks like a police report. So, um, it's got lots of tiny boxes and like, you know, a drawing of what the cars looked like and um
[CUSTOMER][NEUTRAL] and I think she said she went to the DMV and had to pay to get it. So I think that this is what she's needing, um, but you don't see where one has been sent in.
[AGENT][NEUTRAL] It should be between.
[AGENT][NEGATIVE] I don't. It should be between 4 and 6 pages.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I have another claim if you want this claim number as well. I have 2 more claims actually.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Um, this claim number is 3443861.
[AGENT][NEGATIVE] It was received on [PII], processed on [PII]. It was denied as a duplicate to the other ones we just received because we're still needing the accident report, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Looked through all the documents. I still don't. I'm so sorry about my dogs. They got out of their cage. I'm so sorry. I have two, I have two babies shih-tzus and they're fighting with my daughter's Maine Coon cat at 17 pounds compared to 10 pounds.
[CUSTOMER][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] Bless them.
[CUSTOMER][NEUTRAL] That's OK. I understand.
[AGENT][NEUTRAL] Um, yes, driving me nuts, um, so it did not as a duplicate to the others missing the police report, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the most recent claim I'm gonna have to look at this one, so bear with me.
[AGENT][NEUTRAL] Let me, let me see what this remark code is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this remark code it says claim information received but could not process need additional information to complete.
[AGENT][NEUTRAL] Um, let me take a look at this. This one, this claim number is.
[CUSTOMER][NEUTRAL] OK, and do you have a claim number for that one? Yeah, there you go.
[AGENT][NEUTRAL] I do. It's 3552683. This one was received 1725 process 11625.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me pull this one up.
[AGENT][NEUTRAL] This is the most recent one, so let's see what we got going on here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, this is accident report attached, but let's see, it looks like it's only 2 pages.
[AGENT][NEUTRAL] Bear with me here while I'm looking through this.
[CUSTOMER][NEUTRAL] You're fine. Yeah, the one that I'm looking at it says a collusion report, which, you know.
[CUSTOMER][NEUTRAL] That's what they usually are.
[CUSTOMER][NEUTRAL] That she got from the DMV.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what this um.
[AGENT][NEUTRAL] OK, so while we're needing more information, if you do you have two pages there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so alcohol, if you look on the 2nd page where it says alcohol and test given.
[AGENT][NEUTRAL] Where it says, it says pending.
[CUSTOMER][NEUTRAL] Let's see, where is that at? Uh uh, OK, alcohol test results.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't see where it says pending. Where does it say that?
[AGENT][NEGATIVE] OK, um, let's see if I can look through all this mess and try to walk you through it here. This is a mess of a report, honestly.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I know, it's so tiny. So I see, if I'm at the top of page two, I see the people's dates of birth, race, injury status, seating location, head injury, collision, collision.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Airbag deployed, do you see airbag deployment switch?
[AGENT][NEUTRAL] Under race go to that box do you see that? OK, go over to ejection.
[CUSTOMER][NEUTRAL] Yes, mhm, yup, yup.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so go over to the seating chart, do you see that?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, go down to collision fixed object.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so go to first most deformed area. Do you see that?
[CUSTOMER][NEUTRAL] I know he's.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so right under that is gonna be an alcohol drug test given. OK. Beside that it's gonna be 3- given pending.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] So basically in the boxes to the left of that we need to know which code was put in there.
[AGENT][POSITIVE] Yes, we are waiting on results here.
[CUSTOMER][NEUTRAL] From the driver or from the, are we waiting on results for Mrs. [PII]'s daughter or are we waiting for results from.
[AGENT][NEUTRAL] It isn't telling us. Um, it says vehicle top, other truck. It isn't really telling us who this test was given to, honestly, at this point, so that's why we're needing more information because typically the police reports are going to be between 4 to 6 pages.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Let's see, let's see, let's see.
[AGENT][NEUTRAL] And I'm trying to figure this one out, but this one is a little.
[AGENT][NEUTRAL] Of kiltered here.
[CUSTOMER][NEUTRAL] Now I don't know if it would be helpful, but Ms. [PII] might have sent over the um.
[CUSTOMER][NEUTRAL] Hospital report?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, in which case it probably would indicate.
[CUSTOMER][NEUTRAL] Today's visit
[CUSTOMER][NEUTRAL] Lab tests completed, imaging tests, medications.
[CUSTOMER][NEUTRAL] It doesn't give any results of it though. OK, so I guess what we need to know is.
[CUSTOMER][NEUTRAL] One, there's nothing in that box, alcohol drug test given. So,
[CUSTOMER][NEGATIVE] I guess they're supposed to circle one of those or I guess we assume that it's not circled because basically like nothing on that second page is circled.
[AGENT][NEUTRAL] No ma'am, the only thing it says is given and pending that's all it's stating.
[CUSTOMER][NEUTRAL] So if it's
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, but the other two right under alcohol is 1 given known results, 2 given unusable 3 given pending, so we're not quite sure.
[CUSTOMER][NEUTRAL] If they gave one or none or refused, so we really don't know anything in that box because none of them are circled.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] So we are we are needing more information on this claim.
[CUSTOMER][NEUTRAL] But we're not sure if we need it on the, on Mrs. [PII] driving the car or if we need uh it must have to be for her because it wouldn't really matter if.
[AGENT][NEUTRAL] It wouldn't matter on the other drivers, no ma'am.
[CUSTOMER][NEUTRAL] Yeah, so all, all we need to know is for her.
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then is there a particular box that that goes in?
[AGENT][NEUTRAL] Typically, the police reports will tell us, you know, alcohol and drug, alcohol and drug tests, none.
[AGENT][NEUTRAL] They will typically tell us whatever we need to know and this this police report is just kinda.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I don't know. I've never seen one like this.
[CUSTOMER][NEGATIVE] Not giving us a whole lot here.
[AGENT][NEUTRAL] No, I've, I've never seen one like this.
[AGENT][POSITIVE] Even when my daughter just had her wreck, it was very informative.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEGATIVE] This one is just not.
[CUSTOMER][NEUTRAL] Well, the stuff on the left hand side is kind of filled out. So if we look at vehicle type, it has 171, 17 and you know, vehicle use 111, you know, but the things on the right hand side, I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, you, I guess you would assume.
[AGENT][NEUTRAL] Yes ma'am, we have to know if.
[AGENT][NEUTRAL] They in fact did an alcohol and drug test. If they did not, you know, we have to know that information if
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, I don't know. This is kinda.
[CUSTOMER][NEUTRAL] Yeah, I mean that makes sense. I understand what you're saying. I was just trying to see if there's anywhere else on the form where that was indicated, but I don't.
[CUSTOMER][NEUTRAL] Really seeing that.
[AGENT][NEUTRAL] No, and even if they didn't do one, they'll typically tap it out. There was no need for, you know, X, Y and Z, and this, this police officer, sheriff, whomever it was, did not indicate anything and I'm trying to go back through the very first page and.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] It reflected officers best knowledges.
[AGENT][NEGATIVE] Yeah, I just, I'm sorry. I just don't see anything in this place report to where it would indicate anything and I do apologize and I hate this, you know, for the insured.
[CUSTOMER][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][POSITIVE] I, I definitely do apologize.
[CUSTOMER][NEUTRAL] Yeah, maybe this person was new or didn't know how to fill it out because even on the far right hand side.
[CUSTOMER][NEUTRAL] Where alcohol drug tests given if you go over and then down beneath it says underwrite override it's even got numbers filled in in those boxes over there.
[CUSTOMER][NEUTRAL] But not in the.
[CUSTOMER][NEUTRAL] Alcohol
[CUSTOMER][NEUTRAL] Drug test section. OK, well, at least we know what the problem is, so.
[CUSTOMER][NEUTRAL] Is there anything else that's missing other than that, that the claims department can see?
[AGENT][NEUTRAL] It seems to be, no, ma'am, it seems to be that's the only information that we're needed and you know, like I said, I do apologize.
[AGENT][NEUTRAL] Excuse me, I do apologize for the insured that they're actually going through this. Um, it doesn't look like the, the police department or the sheriff's department. I don't, I don't see which one actually did this, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] Let's see if I can figure that out. It doesn't say, I don't see as of right now, um which one actually done this, but it doesn't seem that this police report is actually very informative and I do hate this for the insured.
[AGENT][NEUTRAL] Because they're, you know, gonna have to go back and forth with them to get it corrected.
[CUSTOMER][NEUTRAL] I know, I know. Well, that's what she was.
[CUSTOMER][NEUTRAL] That's what she was saying, and I've got an itemized bill, basic metabolic test, drug test, um, analyzer. So they probably did do a drug test at the hospital, but it, I don't know if it says.
[CUSTOMER][NEUTRAL] Yeah, OK, well, I'm gonna have to go back to her and let her know that.
[CUSTOMER][NEUTRAL] Yeah, somehow we're gonna have to get somebody to fill that out.
[AGENT][NEGATIVE] Yes ma'am, um, like I said, I do apologize and I, I hate this for the insured because this is gonna be definitely a hassle for her trying to get the.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The county or the city to fix this and I definitely hate this, but that is what is needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Anything else that you commonly see on a report that would be that the claims department is like, hey, we probably need this too. I mean, while we're at it we're gonna be asking for things, do you see anything else on the form that usually would be more helpful to know the scenario but isn't listed.
[AGENT][NEUTRAL] Um, not that I see, typically, like I said, the police, the police officer or the sheriff will write out exactly what happened, which they, they kind of did put a little narrative and they draw it out. Um, it's not much of a narrative of what happened, but it is there, it's small, it's very short and to the point, I guess, um, but
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This is kind of a basic police report that I've ever seen.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][MIXED] Like I said, police reports that we get are typically between 4 to 6 pages, and it's very detailed, it's very informative for us to see what's kind of going on, but this is kind of brief.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I think this is the briefest one I've ever seen, honestly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, maybe that poor guy was having a busy day.
[AGENT][NEGATIVE] Um, maybe, or like you said, maybe he was new and um trying to figure things out. I'm not really sure, but unfortunately the insured at this point is paying the price for it and I hate that.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well, hopefully we can get them to fix that and
[CUSTOMER][NEUTRAL] Get them to fix that and then we can resubmit it and that's if that's the only thing left, then all of the dominoes should fall, right? I mean, we've got itemized bills, we've got the accident report, we've got everything we need, we just need one little piece of missing information.
[AGENT][NEUTRAL] Yes ma'am, it looks like everything else is here um once we get that information, that is the only thing honestly that needs to be submitted and we can go back through and take a look at everything and then we can go from there and get this this claim definitely processed for the insured.
[CUSTOMER][NEUTRAL] Yeah, OK, alright, well I was trying to see if there was somewhere else where they put it somewhere and I don't, I don't think there is.
[AGENT][NEGATIVE] No, it, I've been through the documents and it, it definitely looks like the um the officer just kinda skipped over that step honestly unfortunately.
[CUSTOMER][NEUTRAL] Well, if you scroll up to page one.
[CUSTOMER][NEUTRAL] And you look just above the um that brief description.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For the, for uh Ms. [PII], it does say CDL required no, T uh TBS required no alcohol drug info, no.
[AGENT][NEUTRAL] No, I did see that, and typically if there's not an alcohol and drug screening done on scene, we will get that in our description, that there was no need for an alcohol and drug screening done, and that's what we need. We need that statement in here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what we're looking for. We, and, and I did see that, but I, I just, we honestly need that statement to be verbalized.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And honestly anywhere.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, you know, anywhere on this police report would been, would have been great.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And I do see down here that you know they done it.
[AGENT][NEGATIVE] Officer's best of knowledge, you know, I see that down here at the bottom, but anywhere on this police report would have been great, but honestly, it's just not in here.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if he would have marked it down at the bottom, that, you know, drug test, alcohol test, none. That's what we do, we could have moved forward and
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just been done with the claim, you know, honestly.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right well I will let the member know and we'll see if that's something that they can, I guess it's gonna have to, I don't even know what the process is, they'd have to go back to the sheriff's office or something or or the highway patrol or whoever answered the call, um.
[AGENT][NEUTRAL] Honestly, since that section is marked, um, my honest opinion, um, would be go back to whomever done it, wherever they got it from and like, look, I've already marked this section if
[AGENT][NEUTRAL] If the insured had none of that done, you've already marked the section. Can we please just go back and revise this and can y'all please circle or select whichever number needs to be selected and let me have a revised police report.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what I would do personally if I was in her shoes.
[CUSTOMER][NEUTRAL] OK, and she could prob I get I don't know if she's gonna have to just call them and ask.
[CUSTOMER][NEUTRAL] Or she could just take it up there and somebody could look in their records and print her off a new one.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] But she's not gonna have to go to the DMV. This will be handled at whatever officer.
[CUSTOMER][NEUTRAL] Entity that responded to the call.
[AGENT][NEUTRAL] That would be my best guess, yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, well I definitely appreciate you looking at that for me. I am now more informed and we'll know um if this happens again, what to look for.
[AGENT][POSITIVE] Yes ma'am and if you have any more questions about sending in claims or anything um definitely give us a call back and you know we'll definitely help to the best of our knowledge.
[CUSTOMER][POSITIVE] OK. All right. Well, [PII], I definitely appreciate your information and your help. Thank you so much for your time.
[AGENT][POSITIVE] Yes ma'am well thank you for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Thanks.
[AGENT][NEUTRAL] Alright bye bye.
[CUSTOMER][NEUTRAL] Bye bye.