AccountId: 011433970860
ContactId: 8b938d8d-a6fd-46bd-af1c-c445133be6db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243119 ms
Total Talk Time (AGENT): 104404 ms
Total Talk Time (CUSTOMER): 43342 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/8b938d8d-a6fd-46bd-af1c-c445133be6db_20250429T13:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ETO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII]. I'm calling about my claim.
[AGENT][NEUTRAL] Um, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, give me one sec.
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Was that 257-4819?
[AGENT][NEUTRAL] OK. For security, may I have your date of birth, mailing address and email address, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] See where we at with your claim.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Bear with me, let me go through the notes.
[AGENT][NEUTRAL] OK, so the last note I got here from the examiner, which is the one that is working on your case, which is [PII], she's indicating that uh we need the insured's statement and the physician claim form.
[CUSTOMER][NEUTRAL] The insurance statement.
[AGENT][NEUTRAL] insured your, your statement and the physician's form.
[CUSTOMER][NEUTRAL] What do you mean my statement? I told cause they already paid the claim. I was just told I just need the physician's statement.
[AGENT][NEUTRAL] So basically
[AGENT][NEUTRAL] Um, just going by what the examiner or the person that is working on your case put here on the notes, it does indicate that he needs your, your part of it and the physician's part of it.
[CUSTOMER][NEUTRAL] OK. So every time I gotta submit the whole thing all over again?
[AGENT][NEUTRAL] It looks like it. um, let me see.
[AGENT][POSITIVE] Go ahead and keep reading.
[AGENT][NEUTRAL] or
[AGENT][NEUTRAL] Mm, based on that later. OK, so we received the denial from your um workers' comp that was on [PII], so that was yesterday.
[AGENT][NEUTRAL] And she went ahead and process the claim yesterday indicating that she needs your, uh your in the physician and your statement. So yes, you just need to uh send out the whole form because since we've received that denial, it's like we're gonna go ahead and process a claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh, no, ma'am.
[AGENT][POSITIVE] OK. Well, thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] All right you too thanks.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] But