AccountId: 011433970860
ContactId: 8238751a-8b7c-41b2-beb8-6216110f915e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78339 ms
Total Talk Time (AGENT): 35869 ms
Total Talk Time (CUSTOMER): 36839 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/8238751a-8b7c-41b2-beb8-6216110f915e_20241231T16:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I filed some claims this week and I am, so I got, I heard, I saw back and saw the um
[CUSTOMER][NEUTRAL] The EOB on them. And one of them talked about wanting the pathology report and so I just needed some clarification on whether or not um I needed to attach those to those same claims or if I need to attach it to a different claim.
[AGENT][NEUTRAL] When you say attach it, you mean like when you upload it to the online service center?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] So, when you, when you upload it to the online service center, it's going to generate another like claim number, but when the adjuster sees that they'll see that that's the additional information from the that original claim. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] From the first one. So just, uh, so just open, just upload files and, and just act like I'm starting a new claim.
[AGENT][NEUTRAL] Right, and then just upload the requested documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty. Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, no, that'll be it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a happy new year.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.