AccountId: 011433970860
ContactId: d257673c-5b96-47c5-a647-49004076fdd4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194770 ms
Total Talk Time (AGENT): 9620 ms
Total Talk Time (CUSTOMER): 105939 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/d257673c-5b96-47c5-a647-49004076fdd4_20250502T14:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Mrs. [PII], [PII].
[CUSTOMER][NEUTRAL] Um, and I got a letter from you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On it
[CUSTOMER][NEUTRAL] Saying that on a paper that.
[CUSTOMER][NEUTRAL] I sent in which they didn't give me at the Indiana.
[CUSTOMER][NEGATIVE] Surgery center, they did not give me the right paper. They just give me price of stuff.
[CUSTOMER][NEUTRAL] And I mailed it to or faxed it to you guys and I got a paperback from you guys saying that the receipt.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh my claim is acknowledged. However, in order to provide further consideration of this loss under this policy, we will need supporting documents, uh.
[CUSTOMER][NEUTRAL] To evident the accident or sickness, supporting documents may include but not limited to itemized bills, diagnostic codes, super bills, office notes, hospital admission and discharge summaries, and or diagnostic testing.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, when I talked to them, it went up to [PII] yesterday.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the girl I talked to, her name was [PII], and she said she sent paperwork to you.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I don't know what she said but.
[CUSTOMER][NEUTRAL] Or if you's got it or what, but she gave me a fax number that you can fax her.
[CUSTOMER][NEUTRAL] And she with the request for the information.
[CUSTOMER][NEUTRAL] That you need.
[CUSTOMER][NEUTRAL] Can you fax her the request to get the.
[CUSTOMER][NEUTRAL] Papers you need.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?