AccountId: 011433970860
ContactId: a23b4ee3-93f6-4691-b3df-aff97e64b8b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 593419 ms
Total Talk Time (AGENT): 237153 ms
Total Talk Time (CUSTOMER): 158856 ms
Interruptions: 3
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/a23b4ee3-93f6-4691-b3df-aff97e64b8b3_20250501T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, I have a question.
[CUSTOMER][NEUTRAL] I had um sent in 2, well, I had spoke with a lady in the um [PII] office.
[CUSTOMER][NEUTRAL] And that, I mean [PII], and she said in two different claims look like, I don't know.
[CUSTOMER][NEUTRAL] I'm confused because I've got two separate letters saying I need information for both.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, I can help you with both claims, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Can I get your name and your callback number just in case the call is disconnected I'll be able to call you right back.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, my phone number is [PII].
[AGENT][NEUTRAL] OK, and then what is your policy number?
[CUSTOMER][NEUTRAL] My policy number is 24495008.
[AGENT][NEUTRAL] OK, let me look that policy up real quick.
[AGENT][NEUTRAL] OK, [PII], can you please um give me your date of birth?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is your.
[CUSTOMER][NEUTRAL] Hold on, it's that policy number.
[AGENT][NEUTRAL] What is your address?
[CUSTOMER][NEGATIVE] I gave you the wrong policy number.
[AGENT][NEUTRAL] Oh, OK, what's.
[CUSTOMER][NEUTRAL] It's 244-9514.
[AGENT][NEUTRAL] 2449514. OK, let me look that one up.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it's for [PII] and [PII], which is my son.
[AGENT][NEUTRAL] OK, all right, I think I have it pulled up now. Um, can you please verify your address, phone number, and email address that's on the policy for me please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] is my address, [PII]. My phone number is [PII]. My email is [PII].
[AGENT][POSITIVE] OK, thank you. I appreciate that.
[AGENT][NEUTRAL] Verifying that information for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And then you said it's for your son. So let me ask [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm, OK, and you have the claim number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, it's 359.
[CUSTOMER][NEUTRAL] 3559
[AGENT][NEUTRAL] OK, alright, let me pull that up real quick.
[AGENT][NEUTRAL] OK, uh, on the statement, the claims statement, it's saying that we need the police report in order to complete the processing of your claim.
[CUSTOMER][NEUTRAL] OK, I had uploaded um.
[CUSTOMER][NEGATIVE] Uh, paper from the police. They can't give me a report cause they don't even know who shot him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They still trying to find the person that actually shot him. They don't know who shot him.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 00 OK alright so what I'm gonna do is I'm gonna take this a step further and um let you go ahead and speak to a claim specialist so that you can relay that information to them and um see where to go as far as the claim is being processed at this point, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that's, that's the only thing they're waiting for is the police report for this client?
[AGENT][NEUTRAL] Yeah, we need the police report in order to finish processing this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Cause I uploaded the statement that they gave me from the police.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I thought when I gave the information who who did the claim for me, I thought she had did everything but I don't, it looked like she didn't put it in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's also asking for um diagnostic tests that are covered under this policy, which can be a MRI CAT scan, thyroid uptake test, CT scan, PET scan, or angiogram.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then GI series.
[CUSTOMER][NEUTRAL] I saw, I sent them all the.
[CUSTOMER][NEUTRAL] Yeah, I gave her all the medical records and ID. I gave her the medical, I mean, I emailed her, I mean.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't get it out. I gave the lady all the medical records, the one that filed the claim for me. Normally I file a claim for myself, but I had so much.
[CUSTOMER][NEGATIVE] To file, I wanted to make sure it was done right but don't even look like she saw everything.
[AGENT][NEUTRAL] OK. All right. Um, did you send in a diagnostic test because it's saying the medical test for this data service is a non-covered diagnostic test.
[AGENT][NEUTRAL] It's not a diagnostic test that's covered under this policy.
[CUSTOMER][NEGATIVE] I don't know. I gave up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So that's the only thing other than the police report.
[CUSTOMER][NEUTRAL] And it is about the people who were.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Those, those are the only two things. Did you want to speak to somebody about the information that you sent and will that be enough for you until you can get the police report?
[CUSTOMER][NEUTRAL] Well, I, I, I can't get the police report because they don't know who did it, so they can't complete the investigation.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Do they have any kind.
[CUSTOMER][NEUTRAL] Yeah, that's what they're telling me.
[AGENT][NEUTRAL] OK, well, I'm gonna let you speak to somebody, a claims specialist, so you can let them know that that the that it's still being investigated until it's investigated you, you can't get the complete police report and will this suffice until then, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. OK, that's fine.
[AGENT][POSITIVE] All right. It's gonna be a quick hold while I transfer you on over, and I hope you have a beautiful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You do so.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] I know agent staff. Goodbye.
[AGENT][NEUTRAL] OK, Miss [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All the lines are busy at the moment. Would it be OK with you if I just sent them an email and ask somebody to call you back since the lines are.
[AGENT][NEUTRAL] And it, it can take a long time sometimes with claims as they're going through stuff. I figured that'd be easiest way for you if that will work.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Yeah, that's fine. I'll wait, but I'm gonna call you back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then call at the [PII] number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I request to call back for you, and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you Miss [PII] for holding for me. So it's the um request has been sent in and you should be getting a phone call back within 24 hours from the claims department.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh-huh. All right, thank you.
[AGENT][POSITIVE] You're so welcome. I hope you have a good night and thank you for calling APL, Miss [PII].
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.