AccountId: 011433970860
ContactId: 7a601c30-64d4-4778-83b9-0b905c4413c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257769 ms
Total Talk Time (AGENT): 81675 ms
Total Talk Time (CUSTOMER): 97656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/7a601c30-64d4-4778-83b9-0b905c4413c1_20250107T16:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, um, I have a question about, um, a claim I submitted back in November.
[AGENT][NEUTRAL] OK, I can help you with your claim. Can you please give me your name and your call back number?
[CUSTOMER][NEUTRAL] Yes. [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is your policy number please, Ms. [PII]?
[CUSTOMER][NEUTRAL] It's um 740-240.
[AGENT][NEUTRAL] OK, let me pull in that policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you, and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] 11 [PII] and it's [PII]
[AGENT][NEUTRAL] OK thank you I appreciate you verifying that information for me. OK, so um do you remember the date of service or do you have the claim number that I can look it up for you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I can
[CUSTOMER][NEUTRAL] Yeah, I can put the claim number, but the last time I spoke with someone, they told me they were waiting for medical records, and that was back in December. So I can just pull it up here, um, and give you one of the claim numbers because it was on one was for me and my husband and my son.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But let me pull it up.
[CUSTOMER][NEUTRAL] Um, JJ.
[CUSTOMER][NEUTRAL] One of them is 354-300-008.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII], get inside.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, I am showing that it's still showing um waiting for medical records.
[CUSTOMER][NEUTRAL] I can go pick them up at the hospital. Would that be easier just to send them myself from the hospital?
[AGENT][NEUTRAL] You can do that, yes ma'am. um, I can even give you the fax number that you can fax them to if you want to fax them or if you're signed up on the online service center you can uh download them and then upload them to your claim.
[CUSTOMER][NEUTRAL] OK, what I'm gonna do is I'll log in my portal. I'll send I'll download all the medical records because they're gonna give me the same thing on the portal, and I'll, I'll just send them on over when I send them over, am I gonna send it as a new claim?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, reference the claim number that you gave me the 354-300-008.
[CUSTOMER][POSITIVE] OK, I will do that. I will reference the claim number. OK, thank you so much. You were a great help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're, you're so very welcome, Miss [PII]. I hope you have a wonderful day and thank you for calling APL Ms [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.