AccountId: 011433970860
ContactId: 72d607a3-58ee-42ea-ac26-603bac3e9e4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206279 ms
Total Talk Time (AGENT): 52727 ms
Total Talk Time (CUSTOMER): 91091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/72d607a3-58ee-42ea-ac26-603bac3e9e4f_20250520T16:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. I'm sorry, good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I, um, recently put in a claim for indemnity insurance. Um, however, one of the documents I uploaded, I guess it wasn't up to, you know, whatever you guys needed, your standard.
[CUSTOMER][NEUTRAL] Um, so I uploaded a new document yesterday. I was just wondering if someone could take a look at that for me to make sure I have the right document, um, just because it takes a while for me to get these documents from the hospital, so I just wanna double check that I don't have to call back the hospital and and get a new document.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it is um 025812.
[CUSTOMER][NEUTRAL] 22.
[AGENT][POSITIVE] Thank you, give me one moment please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and verify your
[AGENT][NEUTRAL] Date of birth and mailing address for me, please.
[CUSTOMER][NEUTRAL] Yeah, um, [PII] and my mailing address is [PII], and that's in [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, um, I was told by a representative that a UB0 form should be fine. Uh, UB04 form should be fine. So I did upload that, but again, I just wanna make sure that that's correct.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Yeah thanks.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is for data service, so [PII] of this year.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, my computer is slow this morning.
[CUSTOMER][POSITIVE] Oh, you're OK, no worries.
[AGENT][NEUTRAL] Uh yes, ma'am. This is what we need. It does have the diagnosis and procedure codes needed. So we have what we need to process your claim.
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate you checking that for me.
[AGENT][POSITIVE] All right, you're welcome. And is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] Nope, uh, that's all. Thank you so much for your time.
[AGENT][POSITIVE] Uh yes ma'am. Thank you for calling APO Miss [PII]. Have a great day.
[CUSTOMER][POSITIVE] You thanks bye.