AccountId: 011433970860
ContactId: b9849390-933a-40f4-9226-c2097513e388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113959 ms
Total Talk Time (AGENT): 42575 ms
Total Talk Time (CUSTOMER): 62416 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b9849390-933a-40f4-9226-c2097513e388_20250516T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hi [PII], yes, I have a question about a claim of mine.
[AGENT][NEUTRAL] OK, we're checking on a claim, is that what you had said? I'm sorry.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, not a problem. Do you have your policy number or the claim number?
[CUSTOMER][NEUTRAL] Uh, the policy number is 1836605.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] Can I get your first, last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, my first and last name is [PII]. Date of birth is [PII]. Uh, cell phone number is [PII]. Email address is [PII]. Address, or do I give you that already?
[AGENT][NEUTRAL] No, you're good, yeah. Was the claim under your name or was it somebody else?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's under my daughter [PII].
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The initial uh paperwork or papers that I had sent in, they did not have the diagnosis code on it. So I did uh go through yesterday and resend them.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And the high representative has said that I didn't have to worry about refilling out the everyday, you know, the everyday that the claim form that goes with it, but I just wanted to make sure I didn't want to not do that and it holds, you know, it held everything up.
[AGENT][NEUTRAL] Right, right.
[AGENT][POSITIVE] No, yeah, she's absolutely correct. You just needed to submit whatever was needed and I do show that we received it uh no decisions been made it's still showing in progress, but yeah, you're absolutely good just to upload the needed documents.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye