AccountId: 011433970860
ContactId: 88f15a82-6e11-47d1-8823-4fe94b7ee303
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476519 ms
Total Talk Time (AGENT): 81448 ms
Total Talk Time (CUSTOMER): 202175 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/88f15a82-6e11-47d1-8823-4fe94b7ee303_20250219T13:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. This is [PII]. Uh, I think I pushed the wrong button. I'm calling for an accident claim I filed.
[AGENT][NEUTRAL] OK, sure, [PII], um, I can help get you to the right department. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, where did I put my policy number? What can I, what else can I give you to verify this? OK, let me see, I think I have it.
[AGENT][NEUTRAL] Um, your Social Security.
[CUSTOMER][NEUTRAL] I have a policy number of [PII]. Now I don't know if this is the accident insurance.
[AGENT][NEUTRAL] One moment and please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that is regarding the claim for [PII], uh, for the broken leg happened on [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Mhm. No problem.
[AGENT][NEUTRAL] And what's the date of service again, please?
[CUSTOMER][NEUTRAL] Um, the initial claim was the accident happened on [PII].
[CUSTOMER][NEUTRAL] And then there was uh an initial ER visit, that was an orthopedic visit afterwards.
[CUSTOMER][NEUTRAL] There were several X-rays. Um, the initial accident happened on [PII].
[CUSTOMER][NEUTRAL] And what I'm getting at, I need to find out if that claim was received properly, if everything was, all the documentations were received because I was told by my insurance agent [PII], it was, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I need to find out where I'm standing with this claim and what's going on next year.
[AGENT][NEUTRAL] OK. Let me place you on a brief hold, ma'am. One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mm, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, Ms. [PII], thanks for your patience. Um, I'm not actually showing any claims.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, on my accident, there is no claims.
[AGENT][NEUTRAL] Right, I'm not showing, right, I'm not showing any claims on file actually for this year. I'm only showing the last claim I'm showing on file for you was back in December of last year.
[CUSTOMER][NEGATIVE] Do you wanna look again maybe because it was submitted. It was submitted actually several times. And I would like to know why this is that we can't get anywhere with this claim. I got letters in the mail that I had to put in another claim form because I used the wrong claim form initially and now I used the right claim form and now you're telling me again that claim wasn't received.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Right, because I'm
[CUSTOMER][NEUTRAL] I need somebody to look into this.
[AGENT][NEUTRAL] Yeah, because I'm going by the date of service.
[CUSTOMER][NEUTRAL] Under my
[AGENT][NEUTRAL] That you gave me and.
[CUSTOMER][NEUTRAL] On my accident policy?
[AGENT][NEUTRAL] Yes, ma'am. That's what I'm looking at under your accident policies. And the last claim I'm showing on file, the last date of service was a claim for [PII]. I'm not showing any claims on file for this year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well
[CUSTOMER][NEUTRAL] OK. Well, that's incorrect. I'm asking you to please stay on the line because I'm conferencing in my insurance agent right now because we're talking two different languages here. Would you please stay on the line. Thank you. Please stay.
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, ma'am. I'm still here.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] So, well, he does not answer, of course. So, there was.
[CUSTOMER][NEGATIVE] There's no way. Why is this happening to me? Why? Why, who's not doing a really good job here? This claim was submitted a couple of days after, after my accident, then I got notification in the mail that I needed to use a different form, which I did.
[CUSTOMER][NEUTRAL] All the packages were sent to you.
[AGENT][NEUTRAL] OK. Do you have, do you have that, do you have the notification now, the letter that you received from us?
[CUSTOMER][NEGATIVE] Not on me, no, I, I, I, I don't know what to say. I tell you what, I'm gonna hang up on you and I will go further with this because on the 2nd I broke my, my leg.
[CUSTOMER][NEGATIVE] The initial claim was turned in probably 2 or 3 days later. I got letters in the mail.
[CUSTOMER][NEUTRAL] That I have to use the correct form.
[CUSTOMER][NEUTRAL] Which now the 2nd time I submitted all my paperwork.
[CUSTOMER][NEUTRAL] My insurance agent [PII] submitted the paperwork.
[CUSTOMER][NEUTRAL] I'm trying to get hold of [PII] here while we speak, so when we need to get on on the same page here somehow we need to get on the same page.
[AGENT][NEUTRAL] Yes, ma'am, I agree. And if you can find the documentation that we sent you and give us a call back, there should be a claim number on there. We could look up.