AccountId: 011433970860
ContactId: a27181e2-0ad0-45fb-8a54-7e2d5efea9f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198570 ms
Total Talk Time (AGENT): 115191 ms
Total Talk Time (CUSTOMER): 70267 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/a27181e2-0ad0-45fb-8a54-7e2d5efea9f7_20250312T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APA. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing today?
[AGENT][NEUTRAL] I'm good. Miss, do you have your policy number?
[CUSTOMER][NEUTRAL] I sure do um let's see.
[CUSTOMER][NEUTRAL] Uh, let me get it for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Well, I thought I had it.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Let me get it. Verify your mailing address and your date of birth.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, let me bring up the policy.
[AGENT][NEUTRAL] And verify your email address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you for that information. Give me that phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, now go ahead with your information or what you wanna ask.
[CUSTOMER][NEUTRAL] Um, I know we were, you were waiting to get, um, a stack of files to go through them and you were just getting back to me on the results for the of those files.
[AGENT][NEUTRAL] Yes, I called you on yesterday because we did get the information from the doctor and it does show that you was treating with care now up to you was referred to the orthopedic doctor that took you off on [PII]. And uh so we paid you up from [PII], I believe, let me bring it up and make sure.
[AGENT][NEUTRAL] Um, 02406943.
[AGENT][NEUTRAL] I paid you on yesterday and you should get a a check in your bank account and we paid you up to 100, 1031 and asking for an updated claim form from that orthopedic doctor that if he still got you off work because.
[AGENT][NEUTRAL] The last time on that form he had scheduled an appointment pending. He didn't have no appointment date or so we have to make sure you're still under the care of the doctor and you're still seeing a doctor. So to pay anything beyond 1031, just get your portion and that doctor portion completed and sent to our office, then we can pay you up to present day depending on what he got on that, on the, on that claim form.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, that's, I'm still seeing my orthopedic doctor and uh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you just have to fill out that updated claim form along with your portion of the claim form and submitted to our office.
[CUSTOMER][NEUTRAL] Yeah, I was
[CUSTOMER][POSITIVE] OK, that's fine. Yeah, that's fine. OK, [PII], well, that's good news. Well, that's, you know, like I said, that's, that's, you know, um, thank you so much for your time I appreciate it.
[AGENT][NEUTRAL] Mm. OK. All right.
[AGENT][NEUTRAL] You're welcome and we'll wait to get that updated form but we can continue paying your processing of your claim, OK?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK thank you have a good day.
[AGENT][NEUTRAL] You, you too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.