AccountId: 011433970860
ContactId: d39ebd20-ad5e-4690-b0ee-fa15e9de2f6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360359 ms
Total Talk Time (AGENT): 188447 ms
Total Talk Time (CUSTOMER): 110139 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/d39ebd20-ad5e-4690-b0ee-fa15e9de2f6b_20250625T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um to see if I can get some information regarding a claim that I've done.
[AGENT][NEUTRAL] OK, I can help you with claim. Can I please get your name and your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and my call back number is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your phone number? I mean, I'm sorry, your policy number?
[CUSTOMER][NEUTRAL] The policy number is 2456385.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then can you also verify your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The address is [PII] and um the phone number I I I don't know my hus I guess it may be my husband's [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, thank you very much for verifying that information. So I'm looking at a claim that was submitted for you on [PII]. It's uh claim number 3610225.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] What it states.
[AGENT][NEUTRAL] OK, it's asking, um,
[AGENT][NEUTRAL] For additional information, um, it says the receipt of your claim is acknowledged, however, in order to provide further consideration of this loss under this policy, we will need supporting documentation to evidence the accident when it occurred and supporting documentation may include but is not limited to.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] The office notes, hospital admission and discharge summaries and or diagnostic testing results.
[AGENT][NEUTRAL] So it's asking for additional information.
[AGENT][NEUTRAL] Um, it looks like a claim form was sent to you. We need the enclosed claim form completed by the insured, giving a detailed description of the accident diagnosis or sickness.
[CUSTOMER][NEUTRAL] OK, like
[CUSTOMER][NEUTRAL] OK. So we, we, we forward like the, like the, the notes, like the, the hos like the doctor's notes. Um, did, did you guys receive those?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. So
[AGENT][NEUTRAL] Um, I can't see that information. I do see that this was processed on the [PII]. Have you sent it in since then? Or did you send it on that day?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not sure. I, I guess my husband sent it in when, when he did like all the.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, I guess when he did the, when he processed the claim, I guess he sent in, he sent in like the
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] The, the notes like from the doctor, like what the diagnosis was and
[AGENT][NEUTRAL] OK. Um, so,
[AGENT][NEUTRAL] Was it an itemized bill that was sent in that had diagnosis and procedure codes on it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, um, no, I don't, I don't know if it has procedure codes.
[CUSTOMER][NEUTRAL] So, I would have to go to the doctor with that?
[AGENT][NEUTRAL] OK, so that's what the
[AGENT][NEUTRAL] Right. You'll need to get that from the physician. We'll need the diagnosis codes and procedure codes to support that it was an accident or a sickness.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is what it's asking for in the remarks of the claim.
[CUSTOMER][POSITIVE] OK, no problem, thank you.
[AGENT][NEUTRAL] And, and you would, you would get that. OK, is there anything else that I can help you with before we go?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so, basically, I, um, I should call the doctor and see if I can get like an itemized bill.
[AGENT][NEUTRAL] Yes ma'am, um, and it says that it could ask for, um, it could include your documentation could include these things.
[AGENT][NEUTRAL] Um, your office notes.
[AGENT][NEUTRAL] Hospital and, and discharge summaries, admission and discharge summaries.
[AGENT][NEUTRAL] And your diagnostic testing results.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you.
[AGENT][NEUTRAL] You're welcome, Ms [PII]. Is there anything else I can help you with before we go, ma'am?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye bye.