AccountId: 011433970860
ContactId: ba435c80-496b-4e10-b6eb-a61415ca5048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248059 ms
Total Talk Time (AGENT): 93548 ms
Total Talk Time (CUSTOMER): 96636 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ba435c80-496b-4e10-b6eb-a61415ca5048_20250225T17:06_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing? It's [PII].
[AGENT][POSITIVE] Hey, good. How are you?
[CUSTOMER][POSITIVE] Good and talk to you in forever.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] But uh I have an insured on the phone calling by her accident claim. Uh she received a text message and I told her it looks like additional information is needed, and she stayed, oh I sent all the information they need, they were there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, what's the policy number?
[CUSTOMER][NEUTRAL] Sorry, uh, 214-501-1, uh, for part two.
[AGENT][NEUTRAL] OK, oh, let's see what we have here.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] See what we received.
[CUSTOMER][NEUTRAL] How's your, I wanna say baby. She's not a baby anymore, is she?
[AGENT][NEUTRAL] Not anymore, but I still see her as my baby.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] They're always gonna be our baby.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] But she's doing good. How about yours?
[CUSTOMER][POSITIVE] Oh, he's good. He's gonna get a haircut today. He needs it so bad.
[CUSTOMER][NEUTRAL] He was starting to look like, well, he has a fro, and it's like super high.
[CUSTOMER][NEUTRAL] All he has is hair.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So he needs to get it. He's gonna, uh, he wants to get it cut into a faux hawk.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][MIXED] It should be cute. He had it before. His dad used to cut his hair like that long time ago, so he really needs a haircut. It just, it gets so long that it, it irritates his ears and all that stuff.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] A little turkey.
[AGENT][NEUTRAL] So I see we got the claim form and then we got, what is this here? Aftercare summary.
[CUSTOMER][NEUTRAL] And she's
[CUSTOMER][NEUTRAL] Yeah, and it, and I was looking at that, but it didn't um
[CUSTOMER][NEUTRAL] I didn't see anything as far as saying an injury besides just her claim form.
[AGENT][NEUTRAL] Well, I see here it has a head injury or contusion, but I see we're requesting, uh, we're needing evidence that an accident occurred.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's what we're requesting like um office notes, the admin summary, diagnostic testing, or even medical records, something that's gonna let us know that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] An accident occurred cause based off his diagnosed, it looks like maybe they maybe he had an injury because of their sickness.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And if that's the case, it wouldn't be covered.
[CUSTOMER][NEUTRAL] And she had two claims, uh, one ending in 44, the other one ended 46.
[AGENT][NEUTRAL] Uh let me glance, let's see.
[AGENT][NEUTRAL] OK, that that's what I mean I'm looking at the 461. OK, let me look at the 44. Let me pull that one up real quick.
[AGENT][NEUTRAL] OK. Then when she sent us, it just gave us a diagnosis of neck pain and that doesn't indicate that an accident occurred. So, yeah, yeah, we're needing supporting documentation that an accident did occur.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] This was missing, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty then, she gives me 2 that I call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.