AccountId: 011433970860
ContactId: bbde9abd-dcb6-48c6-b2ae-1e502061786b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140639 ms
Total Talk Time (AGENT): 63355 ms
Total Talk Time (CUSTOMER): 74746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/bbde9abd-dcb6-48c6-b2ae-1e502061786b_20250508T13:24_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's Morgan Webb and Broker Resources. How are you?
[AGENT][POSITIVE] Hey, I'm doing good. How are you doing?
[CUSTOMER][NEUTRAL] I'm good. I have a broker on the line and she has a claims question about our accident form. Um, I don't know if you want to talk to her if you just wanna answer the question, then I can let her know she's trying to file an accident claim, and she's stating that she's never seen an accident claim form have 5 pages and if all 5 pages need to be filled out, it's like, well, um, I'm sure, but let me just.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Make sure with claims, but.
[AGENT][NEUTRAL] So you can let her know that the first page of the claim form lists all the instructions.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So depending on whatever they're filing for, it'll list what's needed.
[AGENT][NEUTRAL] Um, the, the statement I've insured has to be filled out. Um, the only thing that there's like a question on is the physician's statement. If they, if they see multiple doctors, then they can send in the medical records.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But yeah, everything needs to be filled out in its entirety.
[CUSTOMER][NEUTRAL] And really, I like, I was gonna say, yeah, that's what I said. I was like, yeah, I'm pretty sure but um and really 4 is not that big of a deal and then 5 of 5, that's the, that's the physician statement that you're talking about.
[AGENT][NEUTRAL] Mhm. The doctor signs that one.
[CUSTOMER][NEUTRAL] This, so this is the.
[CUSTOMER][NEUTRAL] That's for the actual doctor. OK. And then she can send a medical records.
[AGENT][NEUTRAL] Mhm, 505.
[AGENT][NEUTRAL] And then, um, so she's really only filling out.
[AGENT][NEUTRAL] What? She's really only filling out 2 and 4.
[CUSTOMER][NEUTRAL] The first page.
[CUSTOMER][NEUTRAL] I was gonna say you had 2 and 4 really, right?
[AGENT][NEUTRAL] Mhm, cause 5 is the doctor and the
[AGENT][NEGATIVE] This one here is just like verbiage. Yeah, and page 3 is just like verbage 2, so she's only
[CUSTOMER][NEUTRAL] First one is just instructions.
[AGENT][NEUTRAL] She only has to fill out 2.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And 4, and then 5 is the doctor.
[CUSTOMER][POSITIVE] OK, I appreciate you explaining that to me because now I feel comfortable if I get another question like this thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a good day.
[CUSTOMER][POSITIVE] Hope you have a good day. Yes, enjoy. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.