AccountId: 011433970860
ContactId: c90041b0-11f1-4f68-a93e-abac7b3da2f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394299 ms
Total Talk Time (AGENT): 186384 ms
Total Talk Time (CUSTOMER): 121171 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/c90041b0-11f1-4f68-a93e-abac7b3da2f9_20250128T19:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I have a question regarding a claim that I, uh, submitted and was wondering if you could help me out.
[AGENT][NEUTRAL] Sure, yeah, I can take a look at that claim for you. uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII] Last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, 35436. I mean I'm sorry, [PII], that's my claim number 31310924, my [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK thank you um you can just go ahead and give me that claim number that's fine.
[CUSTOMER][NEUTRAL] OK, 3543615.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK, uh [PII], I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. Uh, looks like it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and bear with me just a moment, let me take a look at this claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So looks like for 2 of the items we were needing further documentation, supporting documentation uh to evidence the accident and when it occurred, um, and then there were other items that requested medical records. So if you would give me just a moment, [PII], I'm gonna put you on a brief hold and reach out to our claims specialist and they can go over the information that you had already submitted, uh, versus the information that they are at for their meeting.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][NEUTRAL] OK, absolutely one moment I'm just gonna put you on a hold while I get them on the line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Calling AP, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going?
[CUSTOMER][NEUTRAL] Fine, how's it going to you.
[AGENT][NEUTRAL] Doing good thank you. Uh, I've got an insured on the line calling regarding an accident claim, um, stating that we were needing further documentation and of course that medical records were submit uh requested. Uh, she wants to go over what was submitted, um, versus the information that we're needing further.
[CUSTOMER][NEUTRAL] What's the policy number?
[AGENT][NEUTRAL] It is 02236928.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is it on
[AGENT][NEUTRAL] And I have the claim number if you need it.
[CUSTOMER][NEUTRAL] Yeah, what's the claim number?
[AGENT][NEUTRAL] Yeah, it is 3543615.
[CUSTOMER][NEUTRAL] Let me take a look.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I do show they did request medical records for this data service. I don't show that we've got them yet.
[AGENT][NEUTRAL] OK, I think she was more curious about uh the uh supporting documentation that we need like further um documentation is that.
[CUSTOMER][NEUTRAL] There will be medical records, um.
[AGENT][NEUTRAL] That would be the medical records?
[CUSTOMER][NEUTRAL] Yeah, it would be.
[AGENT][NEUTRAL] OK, um, so has that already been requested?
[CUSTOMER][NEUTRAL] Yes, that was already requested at that time, but I don't see that we received them yet. Looks like it was processed on the [PII] and it was um requested at that time when that claim was processed.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so I could just tell her that once we have that information there's nothing more she really needs to do?
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] Got you. OK, OK, I think there's just some confusion with that. Alright, I appreciate it. I'll let her know thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] All right, [PII], sorry about that wait are you still with me?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, so I did want to get some clarification, um, so essentially all of the information that we're still needing are going to be in those medical records that we already did request. Um, we've not received them yet, but once we get those medical records, uh, we will be able to continue getting this processed. So there's really nothing more you have to worry about.
[CUSTOMER][NEUTRAL] OK, that was, that was my question because it's been so long and I was, my doctors are pretty good. And I was wondering, gosh, should I, do I, am I supposed to be getting that for you guys, or a day? And that, that's really weird that, you know, that they're, that they're slacking so much. It's a pretty simple case. It's not, this one's not complicated at all. It's pretty cut and dry. I mean, I don't know why they're not doing that, but I'll sit tight until um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh yeah.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Taking a while, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] You know, I'll give them a call maybe and try to push them into uh getting their work done.
[AGENT][POSITIVE] Absolutely and if they need to um you're more than welcome to give them our phone number if there's they have any hiccups or questions or anything like that uh we do talk to providers all the time they're more than welcome to give us a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, terrific. I really appreciate your help. Thank you so much.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's it thank you have a good afternoon.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye bye.