AccountId: 011433970860
ContactId: 9ee2adc9-4538-48c1-a529-a0f469b1e8d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487260 ms
Total Talk Time (AGENT): 216609 ms
Total Talk Time (CUSTOMER): 150952 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/9ee2adc9-4538-48c1-a529-a0f469b1e8d1_20250129T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have a question about um uh.
[CUSTOMER][NEUTRAL] Accident claim that I submitted.
[AGENT][NEUTRAL] OK, you just wanted me to check on an accident claim for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, yes, I, yes.
[AGENT][NEUTRAL] OK, sure, um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 246-876-4.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right. [PII], just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, it's a Gmail account. My name is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that information, [PII]. OK, bear with me just a moment so I do see looks like we received some claim information just today and that's of course in line for processing OK and then I've got.
[CUSTOMER][NEUTRAL] Yes, I just sent that in.
[AGENT][NEUTRAL] Claim information that was submitted on the [PII], does that sound right to you?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, alrighty, bear with me just a moment, let me take a look.
[AGENT][NEUTRAL] OK, so it does look like we are missing some information, [PII]. um, did you complete a claim form when you submitted this claim?
[CUSTOMER][NEUTRAL] I did it. I uploaded online. I did whatever it is. I walked through the whole steps.
[AGENT][NEUTRAL] OK, so just, OK, OK, I understand. Alright, bear with me just a moment if you don't mind, I'm going to put you on a brief hold, [PII], and reach out to our claims specialist just so that they can verify the information that we did receive, uh, if there was some sort of mix up, uh, so bear with me just a moment, I'll get right back with you.
[CUSTOMER][NEUTRAL] Online.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just and just to clarify quick I I what I submitted this morning was in an effort to provide more information that was missing, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alright, no worries, um, give me just a moment, I'll get right back with you.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Good afternoon. Thanks for calling APO. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine, how are you?
[AGENT][NEUTRAL] Doing all right thank you. I've got an insured on the line um she submitted an accident claim um essentially it's saying that the claim form was not filled out to completion and that we need more supporting, um, documentation. Uh, she wanted to go over with y'all how or what was already submitted. She said she believes she did everything correctly through the website, but she just wanted to double check.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 246-876-4.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And which claim is it, is that most recent claim?
[AGENT][NEUTRAL] Um, yes, it's the one ending in 708.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let me take a look and see what we received.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't see that we got a claim form with.
[CUSTOMER][NEUTRAL] Let's see, is this the same, it's the same date of accident.
[CUSTOMER][NEUTRAL] Did an accident.
[AGENT][NEUTRAL] And she just said that she followed the steps online, but, you know, that could mean.
[CUSTOMER][NEUTRAL] I don't see that we have a claim form. Let me see, let me.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I don't see that we have a claim form completed that provides the details of the accident. I see on this initial claim she sent like x-rays and things like that. I don't see we have the claim form completed with details of the accident. It looks like that's missing still.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So if she were to just uh send us that claim form.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] See what else she can cook.
[AGENT][NEUTRAL] Would that be OK? Or would she have to resubmit everything?
[CUSTOMER][NEUTRAL] No, she wouldn't have to resubmit everything. So yeah, it looks like we're missing that claim form completed and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the um accident details, looks like the
[CUSTOMER][NEGATIVE] Yeah, we need that information with the accident details. Looks like that's missing.
[AGENT][NEUTRAL] That would, that should be included on the claim form though, right?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK, OK, so I could just send her the claim form, have her fill it out, send it back to us, and that should be good.
[CUSTOMER][NEUTRAL] Yeah, it looks like that's what we're missing.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Cool alright I will let her know. I appreciate you looking thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Alright, bye bye.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] All right, [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so they did take a look and it doesn't look like we did receive the actual claim form.
[AGENT][NEUTRAL] Um, and it's not, I know our website can be a bit confusing, um, so what I will do, I will send you an email with that claim form attached. All you'll have to do is fill it out with the accident details, um, and then you just send that to us as soon as you're able to. You should be able to fill it out through your computer online and then you could just save it, upload it, um, you won't have to re upload everything else just that completed claim form.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you're gonna send that to me now?
[AGENT][NEUTRAL] Yes, I'm going to go ahead and email it to you. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then yeah just as soon as you're able to send that, that's according to them that's all we're really needing it's the form itself but then of course the details regarding the accident.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, and you just wanted me to send it to this [PII] account we've got for you correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Cool. Alrighty, I will send that to you now. Uh, did you have any other questions for me, [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Nope, that should be it. I just wanted needed to clarify what more was needed. I appreciate your help.
[AGENT][POSITIVE] All right, well, thanks again, absolutely, of course, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you you also.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye bye bye.