AccountId: 011433970860
ContactId: 9f07c0d9-0bdd-4fd0-9366-d2686ef8f467
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190449 ms
Total Talk Time (AGENT): 67314 ms
Total Talk Time (CUSTOMER): 112808 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/9f07c0d9-0bdd-4fd0-9366-d2686ef8f467_20250109T16:23_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I'm calling on my policy number 236-865-8.
[AGENT][NEUTRAL] OK, thank you, Miss. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And um may I have your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm calling on a claim that I'm.
[CUSTOMER][NEUTRAL] Um, uploaded for my son [PII]. um, I received a text message this morning, um, and I went online and it's wanting me to complete the accident claim form.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I'm completing this claim form, but I'm noticing that for this accident claim form that there is an attending physician statement.
[CUSTOMER][NEUTRAL] My son just went to the ER. He had a dislocated elbow.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm not understanding why an attending physician statement is needed. Um, like I said, we just went to the ER. It was just some ER doctor in there. Um, I provided y'all the ER documents that came straight off my portal, um, and it says exactly what happened on there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I mean I can do the accident claim but not this physician statement because we didn't actually go to our personal doctor.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, we just need the claim form. We need the claim form. We need the authorization, uh, signed. If we need to get any additional information, we, we can go ahead and request additional information, but right now we just need the claim form, um, with the, the information, the basic information and your signature.
[CUSTOMER][NEUTRAL] Just a statement of um insured accident claim form.
[AGENT][NEUTRAL] Mhm. Yes, and the authorization. Mhm.
[CUSTOMER][POSITIVE] OK, yeah, I can do do that.
[CUSTOMER][NEUTRAL] What do you mean authorization? I don't see an authorization. I just see the statement of insured one and then accident claim. Is it the second page that just has a bunch of stuff and you sign? Is that what you're referring to?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, it
[AGENT][POSITIVE] Yes, yes, that's correct, yes. Mhm. OK. Mhm.
[CUSTOMER][POSITIVE] OK, yeah, I can do that and upload it.
[AGENT][NEUTRAL] All right. So yes, once we receive that information, that's, that is what we're needing right now.
[CUSTOMER][NEUTRAL] OK, I will upload that onto the portal.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Miss [PII], thank you.