AccountId: 011433970860
ContactId: 5f014dc4-633f-4b3f-a356-52699fbe2f4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375760 ms
Total Talk Time (AGENT): 106067 ms
Total Talk Time (CUSTOMER): 96669 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/2025/05/21/5f014dc4-633f-4b3f-a356-52699fbe2f4b_20250521T15:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], how are you doing? This is [PII]. I had spoke with you like a week and a half ago about a claim.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can send them some more information.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I received the letter
[CUSTOMER][NEUTRAL] OK. What did you say?
[AGENT][NEUTRAL] And can I get your policy number please?
[CUSTOMER][NEUTRAL] OK, it is 02.
[CUSTOMER][NEUTRAL] 449-508
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just for verification purposes, can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and this is for [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] But I.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so it looks like they haven't reviewed it yet. Give me one second because I was out of the office at the end of the week. Let me see when they're gonna be able to review that. Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, she said it should be processed by the end of the week. It looks like she had to fax a request to the 2nd hospital to get the full medical records.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's been university.
[AGENT][NEUTRAL] Mhm, the one that he went to.
[CUSTOMER][NEGATIVE] I thought I sent in all those records. Yeah, I, um, cause I, I was wondering because I received a letter and it said this condition is not covered under this plan and I'm like, you told me to send in the other stuff that's why I was confused cause I don't received two letters since I talked to you.
[AGENT][NEUTRAL] Uh, let me see if you have another policy with us. Give me one second.
[CUSTOMER][NEUTRAL] Cause I have
[CUSTOMER][NEUTRAL] The um like the different coverages you're talking about like hospitalization and all that, yeah.
[AGENT][NEUTRAL] Right, so maybe.
[AGENT][NEUTRAL] Mhm, so maybe that was from one of your other policies, but under your accident policy we haven't, uh, sent out anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's what it was then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cause like I said, I still have other stuff I need to file, but I didn't want to get it confused. That's why I want to finish with one thing first cause it's a lot, it's really a lot.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, but she said that she's trying to get the full medical records from the hospital.
[CUSTOMER][NEUTRAL] OK, so what I sent in from the other was muster was fine and.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] On the, on which one? The medical?
[CUSTOMER][NEUTRAL] What, no, when she had asked me when, when they had told me to send in the um hospital discharge from the first hospital to the second hospital, I sent that in and.
[CUSTOMER][NEUTRAL] The police report, I sent that in as well.
[AGENT][NEUTRAL] OK, so from the first hospital, the first hospital is just stating, you know, the, the information I guess where he was transferred from the hospital to the um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To the 2nd hospital?
[CUSTOMER][NEUTRAL] And, yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] If I can remember correctly, it doesn't state, you know, uh, you know why he came in like the full.
[AGENT][NEUTRAL] You know, when they go in, when you go into the hospital and you tell them, you know, why you're coming in or they state why you're coming in. I don't think I remember seeing all that information. So that's why she's trying to get the full medical records.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] It should have been
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the check back on
[CUSTOMER][NEUTRAL] So she's requesting it from the hospital.
[AGENT][NEUTRAL] Yes ma'am, so if you wanna check back on Friday to see if we have gotten that information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, that'll be fine thank you I appreciate your help.
[AGENT][POSITIVE] OK, no problem, no problem.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Bye-bye. Have a good rest of your day.
[AGENT][POSITIVE] You as well thanks for calling APO.