AccountId: 011433970860
ContactId: 79008b2f-ec23-4b41-9faa-cafb093fbc62
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277640 ms
Total Talk Time (AGENT): 122681 ms
Total Talk Time (CUSTOMER): 92495 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/79008b2f-ec23-4b41-9faa-cafb093fbc62_20250617T21:53_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I know why.
[CUSTOMER][NEUTRAL] Yes ma'am, um, I filed the accident claim and my claim adjuster said that I needed to follow up with you guys because you guys needed more information and I was calling to see if you guys could help me.
[AGENT][NEUTRAL] OK, sure, yes. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. Phone number is [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Um, I don't have that with me.
[AGENT][NEUTRAL] OK. Thank you. One moment.
[CUSTOMER][NEUTRAL] I think hold on I might have it here.
[CUSTOMER][NEUTRAL] Yeah I have the policy certificate number. Are you ready?
[AGENT][NEUTRAL] Yes, go ahead.
[CUSTOMER][NEUTRAL] 02477360
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hi baby.
[AGENT][NEUTRAL] May I have the um date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Address [PII].
[AGENT][NEUTRAL] And the email address on file in email.
[CUSTOMER][NEUTRAL] What else did you need?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And this is the claim that was sent to us on the [PII]?
[CUSTOMER][NEUTRAL] I think so, yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, the claim has not been processed yet, um.
[AGENT][NEUTRAL] So, I'm not sure, um.
[AGENT][NEUTRAL] What information was requested because it has not been processed, it has not been reviewed yet.
[CUSTOMER][NEUTRAL] OK, hold on, I'll tell you what she said.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He said I have submitted this to the home office office for processing. There are no diagnosis on this, so if you sustained any broken bone specific injuries, you'll need to get that information and submit it as well. The discharge papers you left with the hospital will likely have that information.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so she would be.
[CUSTOMER][NEUTRAL] Um, if there's a broken rib, you need to.
[AGENT][NEUTRAL] OK, uh, if she did review the documents before she sent it to us, more than likely that's why she asked for that information. We have not reviewed the claim just yet.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Do I send it to her or you guys?
[AGENT][NEUTRAL] You send it to her because she will review the documents and let you know if there's anything missing and then she will send it to us. So, mhm, so she, she did send it to us, but I guess she noticed that there's no diagnosis codes. Um, so we're not gonna know until we process the claim, which is gonna be in a few days, but if, if she did let you know already, if you have a way of sending that as soon as possible, we can go ahead and get that information before we process the claim so we can process correctly.
[CUSTOMER][NEUTRAL] 00, OK.
[CUSTOMER][NEUTRAL] OK, well, it says, um, due to HIPAA they will not give me any information regarding your claim. So if you wanna follow up, you need to call them directly and this is the number that she gave me. So do I still send it to her or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll find it and send it to her I guess.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Either or you can either send it to her or you can send it to us directly. Um, it's just part of the claim that she already submitted, um, but it looks like, yes, we're gonna need the diagnosis code. So if you can get in touch with the provider of service and let him know that you need an itemized bill with the diagnosis code, you can either send it to her so she can send it to us or you can send it to us directly, whichever is easier for you, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, alright, I'll just send it to her. I already have her contact.
[AGENT][NEUTRAL] OK. All right, no problem. Is there, is there anything else I can help you with today? Any other questions or concerns, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, ma'am, thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] Bye.