AccountId: 011433970860
ContactId: c6c36957-e7d1-4611-99ff-1ebe0b9a1311
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223220 ms
Total Talk Time (AGENT): 84313 ms
Total Talk Time (CUSTOMER): 78693 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/c6c36957-e7d1-4611-99ff-1ebe0b9a1311_20250618T13:37_UTC.wav
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[CUSTOMER][NEUTRAL] Whatever she said we're sending it off today.
[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I was just calling um about a claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, the policy number, I have two of them, one's for accident, one's for short term. The short term is 263-6070.
[AGENT][NEUTRAL] And the claim you're calling about, um, for which policy is it or?
[CUSTOMER][NEUTRAL] Short term and I'm gonna have another policy number that's for accident too.
[AGENT][NEUTRAL] OK, so you're checking on the status of a claim under both policies?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and please verify um your name again and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your email address please verify that to make sure we have the correct one on file.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] OK, thank you. And
[AGENT][NEUTRAL] What's the date of service on the claim that you're calling about?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] He's on the doctor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm well sorry.
[AGENT][NEUTRAL] OK, thanks for your patience. Actually, there's only one claim I'm showing on file for you and the date of service is [PII].
[AGENT][NEUTRAL] Would that be it?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Yeah, that sounds about right.
[AGENT][NEUTRAL] OK. Yes, ma'am. This claim was processed yesterday.
[AGENT][NEUTRAL] And I'm showing that it denied because the um claim form was incomplete. Um, what's missing is the physician information. So you can um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's say we
[CUSTOMER][NEUTRAL] The physician hasn't sent the their part yet?
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And you wanted me to check on another client?
[CUSTOMER][NEUTRAL] So they the whole thing has to be if the physician sends their part, do I have to resubmit the whole thing again or can y'all use?
[AGENT][NEUTRAL] Yes, ma'am. We can use the, yeah, we can use the information on file and put the claims together.
[CUSTOMER][NEUTRAL] Does that make sense?
[CUSTOMER][NEUTRAL] OK, alright, well I'll give them a call.
[AGENT][NEUTRAL] OK, and you needed me to check on another claim under a different policy?
[CUSTOMER][NEUTRAL] No, because if she hasn't seen that one, she's not gonna be sending it for the accident either yet.
[AGENT][NEUTRAL] OK. Well, is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK. Well, I thank you again for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] Thank you.