AccountId: 011433970860
ContactId: 92c039a9-7aca-44f0-9085-3f0915d09f85
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152820 ms
Total Talk Time (AGENT): 56537 ms
Total Talk Time (CUSTOMER): 87489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/92c039a9-7aca-44f0-9085-3f0915d09f85_20250409T17:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am, um, this is [PII]. I had filed a claim for I'd gotten in an automobile accident.
[CUSTOMER][NEUTRAL] And um I had filed a claim but I'm gonna have to withdraw it.
[CUSTOMER][NEUTRAL] Um, my doctor will not fill out that form there.
[CUSTOMER][NEGATIVE] Their organization does not allow them to fill out the form 1500 CMS whatever.
[CUSTOMER][NEGATIVE] So I'm not going to be able to complete anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, well, I can definitely note the policy and let claims know. Uh, Ms. [PII], may I have a good contact number in case we're disconnected and your policy number?
[CUSTOMER][NEUTRAL] OK, the policy number is going to be 254-584-6.
[CUSTOMER][NEUTRAL] I filed a claim on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my number's going to be [PII].
[AGENT][NEUTRAL] Thank you and I have you here and I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, [PII], and it's gonna be [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So I'll go ahead and send this over to claims and let them know um it is in processing. So I'll let them know that you need to withdraw it, so they'll just uh stop processing the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, because I'm, it's not gonna amount to anything because they won't, uh, they won't file any kind of form that has to do with the automobile accident.
[AGENT][NEUTRAL] Fill it out.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] And he didn't put the diagnosis. He put down what was wrong with what I come in there complaining about and what was wrong with me, but he didn't write the diagnosis, you know, dumb ass.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He didn't put the oh the code. Mhm.
[CUSTOMER][NEUTRAL] But anyway,
[CUSTOMER][NEUTRAL] No, he didn't write in the diagnosis part it says no diagnosis listed.
[AGENT][POSITIVE] Oh my gosh, yeah.
[CUSTOMER][NEGATIVE] I'm like, I know. So anyway, uh, that was a waste of time.
[AGENT][NEUTRAL] Well, I'm definitely sorry about that, but I will go ahead and send this over to claims for you and if you need anything or want to change your mind or anything, just let us know and we'll continue if you want to.
[CUSTOMER][POSITIVE] OK. Thank you. Bye.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.