AccountId: 011433970860
ContactId: 624dfe14-7253-43a6-bf57-a78af856240d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306010 ms
Total Talk Time (AGENT): 68151 ms
Total Talk Time (CUSTOMER): 162986 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/624dfe14-7253-43a6-bf57-a78af856240d_20250505T21:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I just wanted to follow up on uh a claim that I'm working on with my for my wife. I faxed you uh some information on the [PII], wanted to make sure you got it OK and that, uh, you know, anything else you might need for me to get this thing going in the right direction.
[AGENT][POSITIVE] OK, I'd be happy to assist with your claim today. May I have your policy number, please?
[CUSTOMER][NEUTRAL] Um, I believe it is 682-542-457.
[AGENT][NEGATIVE] Um, that doesn't sound.
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have your social?
[CUSTOMER][NEUTRAL] Um, yeah, social is [PII].
[AGENT][NEUTRAL] All right, and your name and date of birth?
[CUSTOMER][NEUTRAL] Uh, mine is [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and what's your spouse's
[CUSTOMER][NEUTRAL] Yeah, let me see if I can find the policy if you're right. That doesn't sound, uh, I'm sorry, go ahead.
[AGENT][NEUTRAL] I was gonna ask, what's your spouse's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information. I don't see where we.
[CUSTOMER][NEGATIVE] Darn it, you know, you're right that, that, that, yeah, I gave you the wrong number.
[AGENT][NEUTRAL] I don't see where we've received received the claim since February.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] And how did you send it?
[CUSTOMER][NEUTRAL] Well, they send me the, uh, they wanted me to, uh, they'll send them a copy to the fax number.
[CUSTOMER][NEUTRAL] Uh, for the UB40 form.
[AGENT][NEUTRAL] And that was on the [PII]? We should have.
[CUSTOMER][NEUTRAL] And I sent it on
[CUSTOMER][NEUTRAL] Yes, but you know I forgot to write the policy number on here.
[AGENT][NEUTRAL] Have that by now.
[CUSTOMER][NEUTRAL] Oh darn it.
[CUSTOMER][NEUTRAL] You know I gave you the member number that's off the that's the insurance company but not the policy number for you guys.
[CUSTOMER][NEUTRAL] Uh, where did I put that?
[CUSTOMER][NEUTRAL] Oh, I bet you I, I, I copied something else and then do that away.
[CUSTOMER][NEUTRAL] Yep, I, I, I bet you I threw it away, at least the form that had it.
[CUSTOMER][POSITIVE] Oh dang it.
[CUSTOMER][POSITIVE] Well, at least you have it in the system. I'll write it down so I don't lose it again.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] See, I'll write it on here.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's 025.
[AGENT][NEUTRAL] 368.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 368
[AGENT][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] 96 OK.
[CUSTOMER][POSITIVE] Yeah, that sounds right. I remember the 025, yeah that was it. OK, cool.
[CUSTOMER][NEUTRAL] Alright, anyway, I just wanna confirm you got the fax that I sent on the [PII] to you guys. I don't even know if it got if it might have got lost since I didn't put the policy number on there, but her name's on there and everything.
[AGENT][NEUTRAL] Yeah, there's nothing on here so if you can re-fax that.
[AGENT][NEUTRAL] If you can refax it because I don't see where we received anything, it would have been showing by now.
[CUSTOMER][POSITIVE] Yeah, for sure, yeah, OK, then I will, oh crap, I'll do it again, but this time I'll put the policy number which will probably help. Uh, so I just put that on job number? I'll just put you policy number.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh boy alright I'll have to find a place and uh I'll do it as soon as I get a chance.
[AGENT][NEUTRAL] Alright, was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Um, no, I think that's it.
[AGENT][POSITIVE] Well thank you for calling APO. You have a good day. I'm sorry.
[CUSTOMER][NEUTRAL] And by the way, the, the, the, the last thing, well, real quick, I'm sorry, the, the thing we sent you said in February, that was for the 13,000, uh, and some change bill?
[AGENT][NEUTRAL] Uh, let me pull it up one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the charge amount was $16,8854.35.
[AGENT][NEUTRAL] From Providence.
[CUSTOMER][POSITIVE] Right, yeah, yeah, that was the total total, correct, yeah, right, no problem, right, and then, and the insurance paid some of it, but yeah, that's the correct one. OK, cool.
[CUSTOMER][NEUTRAL] Alright, and I will there's another one too that was supposed to be in there. I don't know why it's not popping up, but OK, great, I will refax everything over, uh.
[CUSTOMER][POSITIVE] I'll try to go find a place to do it right now.
[AGENT][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Thanks for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you so much for the help and uh.
[CUSTOMER][POSITIVE] You bet thank you, ma'am.
[AGENT][NEUTRAL] Bye bye.