AccountId: 011433970860
ContactId: e09a6570-033d-45fc-8be0-ebc2e44d7de2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131979 ms
Total Talk Time (AGENT): 37190 ms
Total Talk Time (CUSTOMER): 63353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/e09a6570-033d-45fc-8be0-ebc2e44d7de2_20250128T19:22_UTC.wav
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[AGENT][NEUTRAL] Calling AP, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How's it going?
[AGENT][NEUTRAL] Fine. How's it going with you?
[CUSTOMER][NEUTRAL] Doing good thank you uh I've got an insured on the line calling regarding an accident claim um stating that we were needing further documentation and of course the medical records were submit uh requested uh she wants to go over what was submitted, um, versus the information that we're needing further.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] It is 02236928.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is it on that
[CUSTOMER][NEUTRAL] And I have the claim number if you need it.
[AGENT][NEUTRAL] Yeah, what's the claim number?
[CUSTOMER][NEUTRAL] Yeah, it is 3543615.
[AGENT][NEUTRAL] Let me take a look.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I do show they did request medical records for this data service. I don't show that we've got them yet.
[CUSTOMER][NEUTRAL] OK, I think she was more curious about uh the uh supporting documentation that we need like further um documentation.
[AGENT][NEUTRAL] That will be medical records, um.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] That would be the medical records?
[AGENT][NEUTRAL] Yeah, it would be.
[CUSTOMER][NEUTRAL] OK, um, so has that already been requested?
[AGENT][NEUTRAL] Yes, that was already requested at that time, but I don't see that we received them yet. Looks like this was processed on the [PII] and it was um requested at that time when that claim was processed.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so I could just tell her that once we have that information there's nothing more she really needs to do.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Got you. OK, OK. I think there's just some confusion with that. All right, I appreciate it. I'll let her know. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] All right, bye-bye.
[AGENT][NEUTRAL] Bye.