AccountId: 011433970860
ContactId: a21ac1fc-6a7e-496b-b62a-75b94eb5a462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201710 ms
Total Talk Time (AGENT): 64139 ms
Total Talk Time (CUSTOMER): 75768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/a21ac1fc-6a7e-496b-b62a-75b94eb5a462_20250304T21:02_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am in the process of filing an accident claim form, and, uh, I did it online and was told it was complete, but then I just got in the mail today, uh, please find the documents that have been requested, which is the same exact document that I that I uploaded on to the website, so I need some clarification about what's what's needed here.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] She think it'd be on here somewhere.
[CUSTOMER][NEUTRAL] Um, I, I don't, I, I don't have it right in front of me. Can you look it up another way?
[AGENT][NEUTRAL] Sure, give me one moment. What's yours? Well, never mind. Give me one moment.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, see, and it's, you said for accident policy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, and Ms. [PII], verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] Sure, [PII] and my email address is [PII] and mailing address is [PII].
[AGENT][NEUTRAL] OK, and a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, ma'am. And let's see. And was the claim for yourself?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] We didn't receive a claim form, we just received the first page of the accident claim form, and so we need a complete claim form as well as the billing showing diagnosis and procedure codes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] You're saying only 11 out of the 5 pages showed up?
[AGENT][NEUTRAL] Yes, ma'am. It's only showing like the cover sheet of the claim form where it lists kind of what information we would need and how to complete it, but that's it. I don't show we received the rest of the claim form nor any billing.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, OK. Well, I will, um,
[CUSTOMER][NEUTRAL] I apologize and I'll, I'll look at that and resubmit it. I thought maybe it got skied in longer for some reason it didn't upload correctly, so I will, I will redo that and uh.
[CUSTOMER][POSITIVE] And then contact you in a couple days, thank you.
[AGENT][POSITIVE] All right. Yes, ma'am, and thank you for calling APL Miss [PII]. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.