AccountId: 011433970860
ContactId: b8545d4d-abac-4c7f-ace7-246095c5a8e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 650219 ms
Total Talk Time (AGENT): 153678 ms
Total Talk Time (CUSTOMER): 95174 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/b8545d4d-abac-4c7f-ace7-246095c5a8e3_20250401T18:26_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I need to speak to [PII], please.
[AGENT][NEUTRAL] [PII], um, let me see if she's available. One moment. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is she expecting your call, Ms. [PII]?
[CUSTOMER][NEUTRAL] She called me and left me a message on Thursday, Thursday evening.
[AGENT][POSITIVE] Fantastic.
[AGENT][NEUTRAL] Do you have a policy number so I can provide this to her?
[CUSTOMER][NEUTRAL] 243-561-5
[AGENT][NEUTRAL] I'm sorry, that was 2431615?
[CUSTOMER][NEUTRAL] 243-561-5
[AGENT][NEUTRAL] One moment. OK, she's in a call, but let me go ahead and send your information over to her and see. One moment.
[AGENT][NEUTRAL] And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm waiting for her.
[AGENT][NEUTRAL] OK, while I wait for her, let me just verify you. May I have your date of birth and mailing address?
[CUSTOMER][NEUTRAL] Mine is [PII]. Address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold. I'm gonna try to get her on the line. OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. I'm so sorry I wasn't able to get her. She said that she's still on that call, so, um, let me, um, she was letting me know that uh the reason she was calling you is because we have not received the claim for part one for um the insured and that it needs to be resend.
[AGENT][NEUTRAL] And she asked me to update the information if you needed like the address or the fax number.
[CUSTOMER][NEUTRAL] That's the whole reason I uh mailed it off.
[CUSTOMER][NEUTRAL] Uh, was because I don't have a fax access to a fax machine.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And the documents I sent have been lost.
[CUSTOMER][NEUTRAL] Are you looking at the file, my husband's file? Or can you not do that?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. Yes, uh, and she also.
[CUSTOMER][NEUTRAL] Do you, do you at least
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you at least show where the doctor faxed his part?
[CUSTOMER][NEUTRAL] Back in January.
[CUSTOMER][NEUTRAL] The documents that he had to fill out and fax it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look at this here. What is this one?
[AGENT][NEUTRAL] It's gonna be a minute. I'm just um waiting for the documents to upload to see exactly what is this that we received in January.
[CUSTOMER][NEGATIVE] I know the first claim was submitted, it was denied, needed more information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, I had the doctors fill out his part, a form, and he mailed it off or faxed it off, and all the other documents that were requested, I mailed off.
[CUSTOMER][NEGATIVE] And somehow they have been misplaced.
[AGENT][NEUTRAL] And this is for the accident policy?
[CUSTOMER][NEUTRAL] Yes, the accident.
[AGENT][NEUTRAL] OK, OK. So, OK, and the water, OK, shoulder repair. OK.
[CUSTOMER][NEUTRAL] On the shoulder.
[AGENT][NEUTRAL] OK, let me see what else here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so, uh, the only thing I see and I'm looking at all the documents that I found under his name, and the only thing I see is the first claim that was sent in, which is his information and the itemized bill. I don't see anything else that has come through.
[CUSTOMER][NEUTRAL] So you don't have for the doctor fax it to you, the fax document?
[AGENT][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] I don't have that either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you want to verify the information with me just to make sure that you have the correct information for us?
[CUSTOMER][POSITIVE] All right then, thank you.
[CUSTOMER][NEUTRAL] Uh, whatever fax number was there on the form that the doctor was supposed to fax it to.
[AGENT][NEUTRAL] OK, yeah. If it's one of our forms, it should have the correct fax number, which is the same one on the documents, um, which is the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give it to me again, please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I'm fixing to call their office. Thank you. Can I have your name?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You're welcome, Mr. Sure. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh huh bye bye.
[AGENT][NEUTRAL] No.