AccountId: 011433970860
ContactId: 9113a364-5239-4970-8cee-114b5074d1e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328420 ms
Total Talk Time (AGENT): 96362 ms
Total Talk Time (CUSTOMER): 132856 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/9113a364-5239-4970-8cee-114b5074d1e1_20250108T21:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], I was told to call back today to check in on my claim to see if there's any more additional information that I need.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you by chance have your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Let me get to it. I know it's 2444.
[CUSTOMER][NEUTRAL] 738
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I thought you
[AGENT][NEUTRAL] Was the number 244-738, is that all of it?
[CUSTOMER][NEUTRAL] No, I gave you.
[CUSTOMER][NEUTRAL] 3 4s.
[AGENT][POSITIVE] Oh, I'm sorry, I missed a 4 there. I apologize.
[CUSTOMER][NEUTRAL] It's 244-473.
[CUSTOMER][NEUTRAL] 5
[AGENT][POSITIVE] Thank you so much. May I please have your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII] and can you please confirm the email address and physical address we would have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you so much.
[AGENT][NEUTRAL] So [PII], I do see that it looks like everything was successfully uploaded. It looks like um through the online service center the claim right now is showing in process. It's not asking for anything additional at this time. Um, it shows a reported date of the [PII], so I would just give it about 7 business days at minimum to process.
[CUSTOMER][NEGATIVE] OK, I have another question because I couldn't get a hold of [PII] that is the one from your company that works with our company. HR had asked me to call her because she couldn't help me. I didn't understand the part where it was asking me sickness or.
[CUSTOMER][NEUTRAL] Uh, injury, I believe it was sickness or accident, sickness or accident. So I didn't know which one to check because it's not a sickness and it's not an accident. So in the box, I just put, I got foot surgery that I've never had before. So I didn't know what else to put there.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, it's been, it's for me, I'm [PII]. I've been standing on concrete all my life since I was [PII], so.
[CUSTOMER][NEUTRAL] I've been dealing with my feet.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] But, uh, I didn't wanna have surgery.
[CUSTOMER][NEUTRAL] So I didn't know what to put on there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at it and just see.
[CUSTOMER][POSITIVE] Like I've been trying not to have surgery, so I would get an injection in my foot and it would last a year.
[CUSTOMER][NEGATIVE] And then all of a sudden, my 3rd injection didn't work and I'm in severe pain, so I had no choice but to have surgery.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I even got 3 other expert opinions as well.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEGATIVE] I was so afraid of me. I was just scared of messing with my feet like.
[CUSTOMER][NEUTRAL] I gotta work on them.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Honestly, [PII], yeah, I think it'll be totally fine because I see where like, then you have the physician's statement and they go into exactly like what the diagnosis was and all of that. So I, yeah, it's not gonna be an issue. Like all that's filled out and in its entirety, I see that here. So, yeah, you'll be totally fine on that. Don't, yeah, no worries.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Well, thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. I hope you have a nice day.
[CUSTOMER][NEUTRAL] You too, ma'am.