AccountId: 011433970860
ContactId: 63f96951-d53a-41bd-b9a1-ceb0ab245e1e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288320 ms
Total Talk Time (AGENT): 89416 ms
Total Talk Time (CUSTOMER): 87978 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/63f96951-d53a-41bd-b9a1-ceb0ab245e1e_20250611T13:21_UTC.wav
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[AGENT][NEUTRAL] Good morning thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, my name is [PII] and I put in a claim and they sent me a letter saying that my employer needs to fill out entirely his port their portion, and I needed the second page to my physician's records and I've turned that in. I just like to know where my claim sits.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] No, ma'am, I'm at work in my car. I do not have the policy number.
[AGENT][NEUTRAL] OK, do you have your social security number?
[CUSTOMER][NEUTRAL] I do. It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] OK, my address is [PII], and my email address is all lowercase letters [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] That's correct, yes ma'am.
[AGENT][NEUTRAL] OK, I'll have that added to the system for you, um.
[AGENT][NEUTRAL] Thank you, Ms. [PII], and you are wanting to know about the claim status of the claim that you file?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, hold on just a moment. I'll see if I can look that up for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. When did you say you sent the rest of the information?
[CUSTOMER][NEUTRAL] It's been like a week.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] The physicians 2nd copy.
[AGENT][NEUTRAL] So was that like 5:28, you send it in again?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am, or shortly thereafter.
[AGENT][NEUTRAL] OK, the last thing that I'm showing that was processed, the claim form submitted was incomplete. In order for additional consideration to be given to your claim, please have the physician to complete the physician portion of the claim form in its entirety. So you said you sent that in?
[CUSTOMER][NEUTRAL] I did and I sent it in the doctor's office, ma'am. I sent that in the doctor's office filled it out and I mailed it to him.
[CUSTOMER][NEUTRAL] The second portion of the physician's records.
[AGENT][NEUTRAL] OK, I can get somebody to call you back on this. Is that OK?
[CUSTOMER][POSITIVE] Yes, yes, ma'am, I appreciate it.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you.
[AGENT][POSITIVE] Thank you Ms. [PII] for calling APL and I'll have someone return your call, OK?
[CUSTOMER][POSITIVE] All right, thanks, thank you.
[AGENT][POSITIVE] Thank you. Mhm. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.