AccountId: 011433970860
ContactId: b12418d8-be01-4821-bc10-8e318d44aafb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 230229 ms
Total Talk Time (AGENT): 74499 ms
Total Talk Time (CUSTOMER): 82092 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/b12418d8-be01-4821-bc10-8e318d44aafb_20250214T15:18_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is uh [PII]. I had a claim that was partially paid out on it. I had to extend my time out. Um, I see that that has not been that um nothing's been paid out on that, and I needed to try to find out what we were waiting on. Um, I'm driving right now so I don't have the claim number, but I can't give you my social.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] That would help you pull it out.
[AGENT][NEUTRAL] OK, and what's your social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and Mr. [PII], and verify your date of birth, mail address and email address for me, please.
[CUSTOMER][NEUTRAL] Alright, that is [PII]. His date of birth, mailing address is [PII] and the email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you say you're calling about a claim or additional information needed. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see here.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looks like we're needing your physician's portion of the claim form.
[AGENT][NEUTRAL] Uh, what was submitted, it wasn't complete, so they're needing a complete portion of your physician's form.
[CUSTOMER][NEUTRAL] The complete portion, OK, um, I'm gonna see what did they have a fax number that they put in on on their.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] You know what? I'm gonna call them and get a fax number and see if you guys can fax them over what they what they need to fill out.
[AGENT][NEUTRAL] OK. OK. Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, and then that way we can go on and get this taken care of because.
[CUSTOMER][NEUTRAL] It's been a while since I've been waiting so.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] To see if I can get this done. Alright, I do appreciate it.
[AGENT][NEUTRAL] Uh, yes, sir. And is there anything else I can assist you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] I think that's gonna be it.
[AGENT][NEUTRAL] And give me one moment. I do show something came in yesterday. Let me see if this is physician's portion we're needing. Give me one moment.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, I do show it looks like we received the physi uh physician's portion. So, so it is in line for processing. We just received it yesterday, looks like it was uh faxed in to us. Yes, sir.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][POSITIVE] OK, great. Alright, great, thank you so much.
[AGENT][POSITIVE] Uh, yes, sir, and uh thank you for calling APL. You have a great day and weekend and happy [PII].
[CUSTOMER][POSITIVE] Alright, you do the same. Alright thank you you too.
[AGENT][NEUTRAL] Mm bye.