AccountId: 011433970860
ContactId: d9410ce5-e0f9-4a7d-8916-66214307dab1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 639659 ms
Total Talk Time (AGENT): 135481 ms
Total Talk Time (CUSTOMER): 96762 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/d9410ce5-e0f9-4a7d-8916-66214307dab1_20250425T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII]. uh checking on a claim I have.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Right so
[CUSTOMER][NEUTRAL] 0258.
[CUSTOMER][NEUTRAL] 743 2.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. And then can I have your last name and your date of birth, please?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then the mailing address we have on file and your email?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it looks like we have a different email on file. Did you wanna update that?
[CUSTOMER][NEUTRAL] Uh, that's, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I couldn't log into uh.
[CUSTOMER][NEUTRAL] That why I couldn't set my um.
[CUSTOMER][NEGATIVE] Like uh log in but no use on, on, uh.
[CUSTOMER][NEUTRAL] Oh that
[AGENT][NEUTRAL] Oh no. Yeah, it looks like we have the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, you can let it stay like that.
[AGENT][NEUTRAL] OK, can you, you.
[AGENT][NEUTRAL] Yeah, OK, I can leave it like that.
[CUSTOMER][NEUTRAL] One of those, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the data service for that claim you're looking?
[AGENT][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] Give me just one moment to pull this up.
[AGENT][NEUTRAL] OK, so for this claim on file, it looks like we are needing your medical records.
[CUSTOMER][NEUTRAL] So, so yeah, I'll send it to you.
[AGENT][NEUTRAL] Sorry, what did you say?
[CUSTOMER][NEUTRAL] I said uh they haven't sent to y'all you uh I have to uh y'all y'all have to do that or I have to do that.
[AGENT][NEUTRAL] When did you send those documents in?
[CUSTOMER][NEUTRAL] I send document work about a week, a week and a half ago.
[AGENT][NEUTRAL] OK, I'm not seeing that they were uploaded just yet. Hold on, let me look one more place, OK?
[AGENT][NEUTRAL] OK. So,
[AGENT][NEUTRAL] It looks like we received those documents on [PII].
[AGENT][NEUTRAL] Um, it looks like you, OK, so you did upload it three times, it looks like on [PII], 417, and 421.
[AGENT][NEUTRAL] Um, so our claims department is.
[AGENT][NEUTRAL] Still going over these documents.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's just still waiting on uh.
[CUSTOMER][NEUTRAL] Uh, medical bill from the doctor.
[AGENT][NEUTRAL] Hold on just a second.
[AGENT][NEUTRAL] OK, just one second. Let me put you on a brief hold and reach out to a colleague about this, OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Bye bye. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK hey thank you for holding.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So, the documents that you uploaded, the medical records.
[AGENT][NEUTRAL] So it's stating that we are still needing medical records from your doctor.
[CUSTOMER][NEUTRAL] So I have to do that or y'all have to do that?
[AGENT][NEUTRAL] So you will have to do it or your provider will have to do it?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so it looks like the request, so the request to the doctor went out on [PII]. And once we receive that, we will continue the process.
[CUSTOMER][NEUTRAL] So to call them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, I know that's it.
[AGENT][POSITIVE] OK, thanks for calling.
[CUSTOMER][NEUTRAL] No, I got the I got the right email so I could, I got the right email I can just go ahead and log into it, no.
[AGENT][POSITIVE] Oh, there you go. That sounds good. Yeah. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] All right have a good day. Yeah, bye.