AccountId: 011433970860
ContactId: ec5c5759-c511-4f8b-be47-2492b6dd2e69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361579 ms
Total Talk Time (AGENT): 125374 ms
Total Talk Time (CUSTOMER): 86662 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/ec5c5759-c511-4f8b-be47-2492b6dd2e69_20250409T19:38_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] How you doing? My name is [PII], and uh, I just check and see if I need any more paperwork, uh, to sending y'all.
[AGENT][NEUTRAL] OK, um, what is a callback number just in case we get disconnected Mr. [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 2750.
[AGENT][NEUTRAL] OK, thank you. Um, do you have the policy number?
[CUSTOMER][NEGATIVE] Uh, no, not with me.
[CUSTOMER][NEUTRAL] I'm at work
[AGENT][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Let me check.
[AGENT][NEUTRAL] And you said uh that the last name is [PII]?
[CUSTOMER][NEUTRAL] Hold on let's see
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] B E R T.
[CUSTOMER][NEUTRAL] H
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A A [PII]
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, let me have that one more time. I'm so sorry. Go ahead and spell it out.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] B
[CUSTOMER][NEUTRAL] A R T.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] EP.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And we have a different email.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][NEUTRAL] Stay in demand.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 790
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] OK, and you said something about paperwork, um, you're trying to submit a claim or you're trying to see if we, we got a claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, trying to see if, uh, I, I already sent the claim in. I just trying to see if I need more paperwork.
[AGENT][NEUTRAL] Oh, OK. Um, and this is for your accident?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let me go ahead and check on this most recent one, OK? One moment.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] OK, so it looks like we need uh supporting documents um including but not limited to an itemized bill with diagnosis code, super bill, office notes, or hospital admission and discharge summary.
[CUSTOMER][NEUTRAL] Alright send that again.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] I had to, I had to call my, uh, I had to call back to the hospital again.
[AGENT][NEUTRAL] Yeah, just ask for a fully itemized bill with diagnosis codes and procedure codes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[AGENT][NEUTRAL] He
[CUSTOMER][NEUTRAL] Uh, no, that's it.
[AGENT][NEUTRAL] All right. Well, thank you for calling APL. Do you need the policy number to write it down or you got it somewhere in the house?
[CUSTOMER][NEUTRAL] Yeah, give it to me again.
[AGENT][NEUTRAL] OK, sure, yes. Let me know when you're ready.
[CUSTOMER][NEUTRAL] Look at my phone.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Policy number is 02. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hold on
[CUSTOMER][NEUTRAL] I believe it.
[AGENT][NEUTRAL] OK. The policy is 0258.
[AGENT][NEUTRAL] 743 2.
[CUSTOMER][NEUTRAL] Uh, say that again.
[AGENT][NEUTRAL] OK, and 0258.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 20258.
[AGENT][NEUTRAL] 743 2.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] 743.
[AGENT][NEUTRAL] Mhm, yes. And, and if you want to go to our website, it's [PII] if you want to go in and register or check your account online, OK?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][NEUTRAL] I know that's it.
[AGENT][POSITIVE] OK, well thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] No