AccountId: 011433970860
ContactId: e8d8979c-a7e0-4417-8b85-48ecbdeb4232
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337450 ms
Total Talk Time (AGENT): 97094 ms
Total Talk Time (CUSTOMER): 74768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/e8d8979c-a7e0-4417-8b85-48ecbdeb4232_20250123T13:37_UTC.wav
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[AGENT][NEUTRAL] Hey thanks for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling about a claim that I had filed for an accident.
[AGENT][NEUTRAL] OK, so you're just checking on the status of the claim?
[CUSTOMER][NEUTRAL] Well, it says it was completed that you needed another form, but I thought I already sent that form in.
[AGENT][NEUTRAL] OK, I can check on that for you and may I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Ms. [PII], in case this call is disconnected, may I have your call back number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number, please?
[CUSTOMER][NEUTRAL] Uh, that is 255-72773.
[AGENT][NEUTRAL] Thank you. And that was 255-72773?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And can you please verify your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, can you also verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And for our records, can you verify your email address?
[CUSTOMER][NEUTRAL] Um, I think do you guys have the [PII].
[AGENT][NEUTRAL] Yes, looks like that's what we currently have. Would you like for us to keep it as that email address?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] No, that is my current one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is a claim for you.
[AGENT][NEUTRAL] Or one of your dependents.
[CUSTOMER][NEUTRAL] It's actually for my son.
[AGENT][NEUTRAL] OK. And his name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is this in regards to uh [PII] date of accident?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me take a look.
[AGENT][NEUTRAL] Looks like we didn't receive the full claim form. Looks like we only received a portion of the claim form.
[CUSTOMER][NEUTRAL] OK, what I guess what.
[AGENT][NEUTRAL] We didn't get the claim section that provides the details that had the accident occurred. It looks like we only received the attending physician section of the claim form.
[CUSTOMER][NEGATIVE] OK, I must be missing something.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I'm looking for a claim forms here online to make sure I have the right one.
[CUSTOMER][NEUTRAL] Uh, because I'm betting I probably missed it then.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Uh, you need the statement of insured?
[AGENT][NEGATIVE] Yes, it looks like that section was not completed. We didn't receive that section of the claim form, where it has the statement of insured and then also the section where it has um authorization to request information, the HIPAA section where you sign and date. Looks like we're missing page, at page 2 of the claim form and page 4 of the claim form.
[CUSTOMER][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like we only got just that attending physician section.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I, I guess I thought because I, I thought I answered those, but I guess I didn't answer those whenever I submitted. OK, I will get those filled out and then get those uh sent in then.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] OK, well thanks for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome bye.