AccountId: 011433970860
ContactId: 5fb63c83-d4e6-490b-95d3-5f6913c2d406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193990 ms
Total Talk Time (AGENT): 79887 ms
Total Talk Time (CUSTOMER): 97759 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/5fb63c83-d4e6-490b-95d3-5f6913c2d406_20250225T15:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a question. I'm in the process of filing a claim, um, an accident claim, and, um, it says to fax it, but I can't find a fax number anywhere that it needs to be faxed to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh, you have, do you have the claim form in front of you?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] Uh, it should be at the very bottom, but I can give you that fax number when you're ready.
[CUSTOMER][NEUTRAL] Yeah, it's uh on the very bottom it's just saying the acknowledgement and signing it and that's it.
[AGENT][NEUTRAL] OK, when you're ready, I can give you that fax number. It's on the first page, I believe, but I can give that to you. Let me know when you're ready.
[CUSTOMER][NEUTRAL] And it's not, it's not there. OK.
[CUSTOMER][NEUTRAL] OK, go ahead. Go ahead, I'm ready.
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 542-3 and um can I fax over like my MRI and stuff um while I'm waiting for the doctor to fill out his section?
[AGENT][NEUTRAL] Uh, what's your name and policy number?
[CUSTOMER][NEUTRAL] Uh, my policy number is 02497961.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Uh, you can submit anything in regards to that accident, like any billing for doctors charges, imaging, uh, ER, anything in regards to that accident. That I'm not sure if there's a physician's portion on the form. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, it says accident claim form and it's attending physician statement, but I that's gonna take forever to get to it.
[CUSTOMER][POSITIVE] I, I mean, I have the results. I have the results of my MRI.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And physical therapy um request saying that I have a fracture.
[AGENT][NEUTRAL] OK. We can't use results. We need the billing with the diagnosis and procedure codes for the initial accident.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] A physician can fill out the form, um, but we would need the itemized billing showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Um, OK, now I'm probably not gonna be able to get that for like a month. Do I send this ahead of time or do I just hold on and send everything because the accident happened in January.
[AGENT][NEUTRAL] Uh, you can hold it and send in everything because if you just submit the claim form, they're gonna process it need additional information.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, because, um, yeah, because it, it took a month to get the MRI and then finally the MRI showed the fracture.
[CUSTOMER][NEUTRAL] Um, so, all right, I will, um, I'll hold on and, uh, and get the billing code and you, so you need the billing code and the diagnosis?
[AGENT][NEUTRAL] Uh, we need the itemized billing, showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Diagnosis and procedure codes. OK, um.
[CUSTOMER][POSITIVE] Alright, OK, I will work on that then thank you very much.
[AGENT][POSITIVE] Uh yes, ma'am. Thanks for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] Bye you too bye.