AccountId: 011433970860
ContactId: d9d85733-fe8e-467b-8fe6-003ebec3e4fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250779 ms
Total Talk Time (AGENT): 83230 ms
Total Talk Time (CUSTOMER): 124528 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/d9d85733-fe8e-467b-8fe6-003ebec3e4fa_20250428T20:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was calling to see if there was any information on a claim. I had to send in some extra documentation, so I was calling to see if there's any word on anything.
[AGENT][NEUTRAL] OK, Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02591638.
[AGENT][NEUTRAL] OK, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, 2 more pieces of information, your address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, and lastly your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Was a claim for yourself?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see. And when did you send in the requested information?
[CUSTOMER][NEUTRAL] Um, my husband sent in some additional information on, um, uh, [PII].
[CUSTOMER][NEUTRAL] I had to send him, uh, it was a police report of an accident I had [PII].
[AGENT][POSITIVE] You know, it was fast.
[AGENT][NEUTRAL] OK, do you know if the information was mailed or faxed?
[CUSTOMER][NEUTRAL] He faxed it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Like.
[AGENT][NEUTRAL] Yeah, all I show on here is the actual claim. I have, I don't show any other information received, but let me check and make sure it didn't go under his policy just by accident.
[CUSTOMER][NEUTRAL] No, he just, he just faxed it for me. I mean it, it would be under my name. He just sent the fax for me that's all.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Yeah, I don't, I don't show that we've received anything. Do you still have a copy of that that you could resend?
[CUSTOMER][NEUTRAL] I'd have to get it from him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you want me to give you the fax?
[CUSTOMER][NEUTRAL] So I, I guess the, the status is about the same then, no, cause when I called, um.
[CUSTOMER][NEGATIVE] Call the insurance, they were like, well, the test that I had should have been paid at 70% and I was like, well, I, I don't know what's going on cause I'm, I'm getting bills at the wazoo for different things, so I don't know if the insurance is paying anything.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I just don't know.
[AGENT][NEUTRAL] OK, yeah, unfortunately, it doesn't look like we've received that fax, so if you can resend it, um, and then when you resend it if you want to call about 3 to 4 days afterwards and see if we've received it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's usually how long it takes to get them.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, is there anything
[CUSTOMER][NEUTRAL] So you don't have in what's the last thing you received from me?
[AGENT][NEUTRAL] Uh, just the original submission, um, it looked like it was for several dates of service, [PII], [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So it just it had different dates of service, but it looks like we
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah it should have been just [PII], nothing from [PII] or [PII]. I mean, I asked them, but they claim that's all that they could see. I, I don't know. OK.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Alright, I'll, I'll check with my husband and have him to send it again.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, ma'am, that's all.
[AGENT][POSITIVE] OK, well, thanks for calling [PII]. I hope you have a good day.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Bye-bye.