AccountId: 011433970860
ContactId: 6c073b6e-fb90-4e64-90b9-7cd2f0c65253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 612320 ms
Total Talk Time (AGENT): 192457 ms
Total Talk Time (CUSTOMER): 337164 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/6c073b6e-fb90-4e64-90b9-7cd2f0c65253_20250522T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is uh [PII], and, uh, I was, I filed a claim online for my daughter where she fell and broke her arm, uh, and it said that, uh, it said it was completed, but it said there was some additional stuff needed. Is there any way you could look at it for me and tell me what we need to do?
[AGENT][NEUTRAL] Uh, sure, Mr. [PII], I can help with that. Do you have a policy number?
[CUSTOMER][NEUTRAL] What is that policy number, [PII]?
[CUSTOMER][NEUTRAL] Hold on. Hold on just a second. We're getting it right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I think the last time I talked to somebody when I first started doing this stuff they said it was uh they looked it up on my social security number.
[AGENT][POSITIVE] Yeah, I can do that. That's easier, sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] What is it [PII]? Do you got it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, I hope your weather out there where you're at is better than it is where where I'm from.
[AGENT][NEUTRAL] Where are you at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Oh, OK, it's, it's beautiful there, right?
[CUSTOMER][NEUTRAL] It's been, it's thinking it's uh yeah it is but it's thinking raining right now.
[AGENT][NEUTRAL] Yeah, we got some cloudy skies, but no rain yet. We've had some atrocious rain though. I'm in [PII], so.
[AGENT][NEUTRAL] OK, let's see. Uh, can you verify your address for me, please, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, well, I got a mailing address a [PII] and a physical [PII].
[AGENT][NEUTRAL] OK, perfect. I got the [PII] on file. OK, and then who are we checking on a claim for you said your daughter, is that right?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Oh, and they got our names spelled wrong too. What names is spelled wrong? [PII] and [PII] and [PII]. Oh, they got, they got three names spelled wrong on there too. Can you fix that?
[AGENT][NEUTRAL] Oh, OK. Yeah, I can fix that. Um, let's check on this claim real quick. OK, so for [PII], let me see what we need.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, if you don't mind.
[AGENT][NEUTRAL] Yeah, let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Uh, we have not got it. The only bills I know my wife said she looked at it and it said that we needed to, to show bills. The only bills we got is where we paid the $200 co-pay and what else, [PII]?
[CUSTOMER][NEUTRAL] There was that one for that Express for almost $200 and then I have a uh a $108.01 from the doctor she's seeing now and she's gotta go back next month.
[CUSTOMER][NEUTRAL] Uh, for another checkup. Did you hear?
[AGENT][NEUTRAL] Yes, I did, um, so it looks like what what we need there we sent back to you and this went out um on the [PII], um, we need the claim form completed that it gives a detailed description of the accident.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let me see.
[AGENT][NEGATIVE] Part of it we couldn't read um.
[AGENT][NEUTRAL] What we had received.
[AGENT][NEUTRAL] And then we have to have an itemized statement that shows the diagnosis and what services were rendered.
[AGENT][NEUTRAL] So what did
[CUSTOMER][NEUTRAL] Uh, well, how do I, how do I get that? Just get it from the, uh, from the doctor's office?
[AGENT][NEUTRAL] Yes, if you can ask them for like an itemization that shows, you know, what services were rendered, what was her diagnosis, and then we're mailing you a claim form, so you should receive that if you can complete that for us and then get it back to us.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then um once we receive.
[CUSTOMER][NEUTRAL] OK, is that a
[AGENT][NEUTRAL] But
[CUSTOMER][POSITIVE] Good go ahead, I'll listen to you.
[AGENT][NEUTRAL] Well, once we receive that, um, then we can continue processing the claim, but we need more information basically that says what was her diagnosis, what was she seen for, like, was it an office visit? Did they do any type of treatment? And then, um, you know, how, what the charges were, where it was rendered.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, uh, when, when she went to that express they printed out a a thing and it has.
[CUSTOMER][NEUTRAL] Um, her diagnosis and her referral to another doctor, is that, is that what you need or is that something else?
[CUSTOMER][NEUTRAL] My wife said when she was at the Med Express they picked they they printed her out a thing of her diagnosis and they where they referred her to the bone specialist, the orthopedic surgeons or whatever it is.
[AGENT][NEUTRAL] Yes, yes, so we would need that and then we need, we need you to complete the claim form that tells us how the accident occurred.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, uh, and my wife was wanting, uh, she, she was filling that out, and she was asking something. What were you asking me earlier, babe, about that, uh, on the first part of it and it says the insured, is that you or [PII] because she's the dependent on it. Well yeah, what would on that form she said it says insured and dependent, uh, would that go for [PII] as insured or would that be me as insured and just [PII] as the dependent?
[AGENT][NEUTRAL] It's you as the insured, [PII], and then [PII] as the dependent.
[CUSTOMER][NEUTRAL] OK [PII], she said I will go as the insured and then [PII] as in my dependent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so do you know what we need to do now, [PII]?
[CUSTOMER][NEUTRAL] OK, and down on the section for section it says nonlocal transportation. Do we need to fill that out or for lodging.
[AGENT][NEUTRAL] No, if, if you didn't have it.
[CUSTOMER][NEUTRAL] That wasn't, uh, she didn't have. We didn't, we didn't stay out of state or stay or nothing. She was, uh, she was at the home, uh, it was, it was about 40 minutes from the house, so.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, so no, you don't have to fill that part out if it's not applicable.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I didn't think we have to fill that part out. OK, she said you don't have to fill that part out. Uh, but anyways, uh, can you, uh, OK, so would it be easier for her to fax the stuff that you can't read to you, or would it be, what would be the easiest? When, when I done it online, it's they said they couldn't read it. Yeah, that's what she said. Uh, so would it be easier for her to fax this stuff to you guys?
[AGENT][NEUTRAL] Yes
[AGENT][POSITIVE] Yeah, that'd be great. Let me give you.
[CUSTOMER][NEUTRAL] Or mail it in
[AGENT][NEUTRAL] Either way,
[AGENT][NEUTRAL] Whatever is easiest.
[CUSTOMER][POSITIVE] Uh, let's, let's get the faster you can get it faster.
[AGENT][NEUTRAL] OK, uh, ready for the number?
[CUSTOMER][NEUTRAL] Yes, you write this down.
[AGENT][NEUTRAL] OK, I've got
[CUSTOMER][NEUTRAL] I, I'm already.
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 36
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365
[CUSTOMER][NEUTRAL] 36365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, the first.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK bye.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh, you're starting to break up. Are you there?
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEGATIVE] Yeah, you're starting to break up. I can hear you now.
[CUSTOMER][NEUTRAL] Yeah, uh, I'm trying to get through this dead spot real quick before I lose you, so, uh.
[CUSTOMER][NEUTRAL] But uh she put them on, like I said, she put them online, but it said it was blurry. So we can fax it'd be a lot easier.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's totally fine. Yeah, go ahead and get that faxed and then did you say we have some spellings wrong?
[CUSTOMER][NEUTRAL] Yes, uh [PII]'s name is spelled [PII]
[AGENT][NEUTRAL] OK, got that one. Which, what else is wrong?
[CUSTOMER][NEUTRAL] OK, [PII] is spelled [PII]
[AGENT][NEUTRAL] OK, I've got that. And then was there another one?
[CUSTOMER][NEUTRAL] And [PII] is spelled [PII]
[AGENT][POSITIVE] OK, perfect. OK, I'll get those fixed up, Mr. [PII], and then what else can I help you with today?
[CUSTOMER][NEUTRAL] OK, [PII] is, is that all you needed from her?
[CUSTOMER][NEUTRAL] Yeah. OK, I think we got everything, and if that itemized statement that she's got there will work we'll go ahead and get it to you. Did you get that paper that they um was with that one papers that we fill out, do we need to get the doctor to fill that paper out or do they just need to. Do you need us to get the doctor to fill that one paper out or do you just need the the itemized statement?
[AGENT][NEUTRAL] Let me double check real quick. Give me just a second.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] I'm sorry for aggravating you, but we don't, we've not done this, so.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] You're totally fine. That's what I'm here for. Let me get it. I just didn't have it memorized. Let me uh pull it up real quick, if you can just bear with me just a moment.
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] OK, yes, it looks, there is a physician statement. If you can get them to fill that out, that would be greatly appreciated.
[CUSTOMER][NEUTRAL] Yeah we can uh she can take it down there probably uh.
[CUSTOMER][NEUTRAL] Probably tomorrow I could take it down there or something and get him to fill it out for me.
[AGENT][POSITIVE] OK perfect yeah and if you have any issues at all or any questions you think of, please don't hesitate to give us a call back and we'll be glad to help you, OK?
[CUSTOMER][NEUTRAL] OK, well, I think how long does it generally take after we get everything in order?
[AGENT][NEUTRAL] After it's all received in an order, it typically takes up to 7 working days.
[CUSTOMER][POSITIVE] OK, that ain't bad.
[CUSTOMER][POSITIVE] Sure. All right. Thank you, ma'am.
[AGENT][POSITIVE] Hi, well, thank you for calling APL. Have a great afternoon. Be safe.
[CUSTOMER][NEUTRAL] You too bye.