AccountId: 011433970860
ContactId: 8284c6ee-8886-4d72-b64b-2eb5da0272dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264220 ms
Total Talk Time (AGENT): 124099 ms
Total Talk Time (CUSTOMER): 127281 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/8284c6ee-8886-4d72-b64b-2eb5da0272dc_20250514T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, hi, [PII], my name is [PII]. Um, I was, um.
[CUSTOMER][NEUTRAL] I was figuring out some information about how to uh put a claim in um I'm still missing some documents, but I, I, I was trying to just upload a couple of documents that I already had, but it looks like it all it put it in as a claim already so I wanted to know if I could delete it or if I can put it on hold because I'm still missing a couple of things that aren't ready yet.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] Yes sir. OK, [PII], I can help you with your client um can you please give me your callback number just in case our call is dropped I'll be able to call you back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Policy number is 214.
[CUSTOMER][NEUTRAL] 9504.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], I'm gonna need for you to please verify your policy for me. Can you give me your date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address?
[CUSTOMER][NEUTRAL] Um, phone number.
[CUSTOMER][NEUTRAL] Is [PII]. Um email address is my first name [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then my physical address is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII] or [PII] zip code.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, sir. Go ahead.
[CUSTOMER][NEUTRAL] Uh zip code [PII].
[AGENT][NEUTRAL] OK, thank you [PII]. I appreciate it. OK, so you were needing to upload information in the online service center for your claim because you were missing some documents and then you went to do it and you realized after you did it that you still had some more documents to send in besides the ones that you submitted the second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Basically I was just trying to, I was trying to get ahead of myself. I was, um, there's there's an explanation of benefits that aren't ready for my insurance company and I need an itemized bill, but I, I filled out the application and I had another document there that you guys needed so I was just trying to upload those in the meantime, but I, I didn't realize it was gonna make a claim for me already.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK alright so um did you get a confirmation number on the claim form that you sent by itself? OK alright so what's gonna happen is um there's not a way for me to remove it, but what's gonna happen is you'll get a notification in your claims that uh the documents are going to be needed so you just resubmit it when you get it all together.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if anything comes through.
[CUSTOMER][NEUTRAL] OK, and there's no.
[AGENT][NEUTRAL] If anything comes through 2 times, it's just gonna say it was a duplicate and they'll just take the information that they needed and process the claim that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] OK, OK, I was just worried. I thought if they would deny the claim and then I, I had like maybe one claim per month or something like that. I, I didn't know there was a limit.
[AGENT][NEUTRAL] No, sir.
[AGENT][NEUTRAL] No, sir. um, so, and, and you should be getting notifications through the online service center when that happens. If not, just know that you can resubmit only the documents that you need to since you already did the client form and everything should be OK.
[CUSTOMER][NEUTRAL] Alright, OK.
[CUSTOMER][POSITIVE] Right, OK, alright, great, thank you so much.
[AGENT][POSITIVE] OK, well, you're very welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] OK. Well, you have a wonderful day, sir, and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] You too. OK, bye bye.