AccountId: 011433970860
ContactId: dc7ef735-2b5c-4cd4-bd75-f8706112ef06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159250 ms
Total Talk Time (AGENT): 43359 ms
Total Talk Time (CUSTOMER): 112496 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/dc7ef735-2b5c-4cd4-bd75-f8706112ef06_20250311T17:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hi so how are you?
[CUSTOMER][NEUTRAL] I'm good. I'm here. Um, I have Mr. [PII] calling again. I don't know if I spoke to you about this one. I don't remember, um, but he's been calling like um almost every day.
[CUSTOMER][NEUTRAL] About his claim. He, he keeps saying that he sent the form that we're asking for, but I, I checked the documents just to make sure, but I don't see it. And now he's asking for a copy of it, um, but I, I don't see it here, so I don't know if you can send him another copy or see if you can find it. I, I really didn't see anything. Um, the policy number is 2,566,030.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's the form for the history, the medical history.
[CUSTOMER][NEUTRAL] Not sure if he's just confused about what to send. I think he's just confused about what to send because, uh, yeah, I told him and I several times and then he said, well, I don't know if I have it, so I'm like, OK.
[AGENT][NEUTRAL] Yeah, just.
[AGENT][NEUTRAL] OK. So yeah, it looks like we're looking for the physician history so that we can check for pre-existing. um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And he's saying he doesn't think he has the form?
[CUSTOMER][NEUTRAL] He said that he remember he sent it but then he said he's not sure, so he's a little confused about exactly what he's probably looking at or what he sent.
[AGENT][NEUTRAL] OK, is that his callback number listed?
[CUSTOMER][NEUTRAL] And, um, [PII], I think he just hang up. Yeah. [PII]. I'm sorry, go ahead.
[AGENT][NEUTRAL] I'll call him back. [PII].
[AGENT][NEUTRAL] [PII], yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] That's just call back? OK.
[CUSTOMER][NEUTRAL] Yeah, that's it, Ms. [PII]. OK.
[AGENT][NEUTRAL] OK, and I'll um I'll give him a call back and just see if he has the form and.
[AGENT][NEUTRAL] And if he doesn't maybe I can email it to him possibly.
[CUSTOMER][NEUTRAL] OK. Yeah, I think that's, yeah, I think that's, that's it. That's what he needs. He's been calling like for a while now and we've been asking for the same information over and over, but uh, yeah, I think it's just a little probably a little confused about it. So if you can call him and let him know if he has it or if you need to send it again so you can send it.
[AGENT][POSITIVE] Yeah, I'll give him a call.
[CUSTOMER][POSITIVE] Thank you. Have a good day, Ms. [PII]. Thank you. You're welcome. Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. Thank you. Bye bye.