AccountId: 011433970860
ContactId: 8b9a88e2-d1e6-4c9d-9c96-0d7441ce5ba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276899 ms
Total Talk Time (AGENT): 118900 ms
Total Talk Time (CUSTOMER): 76461 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/8b9a88e2-d1e6-4c9d-9c96-0d7441ce5ba2_20250402T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII], and I'll call about a uh uh accidental claim uh file.
[AGENT][NEUTRAL] OK, Mr. [PII], I can help you with the claim. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Also
[CUSTOMER][NEUTRAL] 2587432
[AGENT][NEUTRAL] OK, thank you, sir. Let me look that up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please uh verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address on the policy?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, what you, what you say.
[AGENT][NEUTRAL] Uh, your email address and your phone number.
[CUSTOMER][NEUTRAL] Oh, email is uh yell.
[CUSTOMER][NEUTRAL] I mean y'all
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and if our call gets disconnected, can I call you back on that number that you just gave me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And we
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK Mr. [PII] I've got your up.
[AGENT][NEUTRAL] Uh, we do have a remark on the claim. It says receipt of your claim is acknowledged. However, in order to pro.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy we will need supporting the documentation to evidence the accident or sickness. Supporting documentation may include but is not limited to itemized bills with the sis codes and super bills and office notes, hospital ad.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Summary and or diagnostic results.
[CUSTOMER][NEUTRAL] So, uh,
[AGENT][NEUTRAL] Yes, you'll need to get your no sir we'll need the notes and the itemized bill from the facility that you went to to be able to um.
[CUSTOMER][NEUTRAL] Oh, you haven't received it yet?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Finished processing the claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I, I have sent all that information.
[CUSTOMER][NEUTRAL] To my um
[CUSTOMER][NEUTRAL] Um, see that's got a home office where I work at.
[AGENT][NEUTRAL] No, you'll get that information from the doctor.
[CUSTOMER][NEUTRAL] That's that
[AGENT][NEUTRAL] And the doctor's office.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, I got the information from, from the, uh, the doctor, the uh the payment and stuff.
[AGENT][NEUTRAL] It's called an itemized statement.
[AGENT][NEUTRAL] That has your diagnosis code and procedure codes.
[CUSTOMER][NEUTRAL] Yeah, uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your notes from your chart.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and you send that in and we can finish processing.
[CUSTOMER][NEUTRAL] Uh so I just, I just caught up.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Is there anything else that I can help you with?
[CUSTOMER][NEUTRAL] Uh no, that's it. So it's just been out of, out of mind.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Statement
[CUSTOMER][NEUTRAL] So I just uh call, yeah, out of my state right.
[AGENT][NEUTRAL] And your notes from your chart that shows an accident or sickness.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome sir I hope you have a wonderful day and thank you for calling.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mm