AccountId: 011433970860
ContactId: 0d0d4571-99ee-4a7b-9e96-02f243ddade8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475570 ms
Total Talk Time (AGENT): 136313 ms
Total Talk Time (CUSTOMER): 187329 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/0d0d4571-99ee-4a7b-9e96-02f243ddade8_20250113T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. This is [PII], and my husband passed away. It's almost 7 months ago. I filed a claim. He had insurance.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I've, I've gotten everything to them. The last time I talked to them, they said they needed um amounts of the surgeries or treatments that were given. I called my, the hospital and they said they would be getting that to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's why I'm calling.
[AGENT][NEUTRAL] Yes, Ms. [PII]. OK, Ms. [PII], so you just wanna check and make sure that we've received it from the hospital, the itemized statement, is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, Ms. [PII], what is the um policy number, please?
[CUSTOMER][NEUTRAL] OK, uh 00417340.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still searching. I just wanna let you know I didn't forget about you.
[CUSTOMER][POSITIVE] That's it, that's OK. Thank you.
[AGENT][NEUTRAL] OK, I'm not showing that the hospital has sent it in yet.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm so frustrated with this. I have uh returned everything. I've called, I've
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I've uh
[CUSTOMER][POSITIVE] Got everything. I don't know what more to do.
[AGENT][NEUTRAL] If you can get the itemized statement from the hospital yourself, I can give you an address um to mail it in, or I can give you a fax number to fax it in.
[CUSTOMER][NEUTRAL] OK, why don't you give me a fax number and I will call them once again.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No, I had a, he had chemo, he had CyberKnife, uh.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Well, no, radi radiation is the same as Cyberknife.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. Yes, ma'am. I'm sorry.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] If you will give it to me. I'm so frustrated. I could cry.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] I'm so sorry. Well, hopefully me giving you this information and you sending it in yourself would would help more um that way you know you've sent it.
[AGENT][POSITIVE] And I'm gonna give you good information to send it to and you can follow up. It usually takes 7 to 10 business days after we receive it, so if you wanted to follow up after then that'll be fine and we'll.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Look, OK. All right, so the um.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The claims fax number is 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] And then you're gonna refer to claim number.
[CUSTOMER][NEUTRAL] OK, which is 00.
[AGENT][NEUTRAL] 34.
[AGENT][NEUTRAL] 99
[CUSTOMER][NEGATIVE] I'm sorry, your phone's cutting out.
[AGENT][NEUTRAL] Yes ma'am. 000.
[AGENT][NEUTRAL] Yes, 349-983-7.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 349-837
[AGENT][NEUTRAL] 993-499-83729.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I don't know what's wrong with the phone. It's cutting out. Uh, could you give me that one more time?
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] It is 349-983-7.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 349-983-7.
[CUSTOMER][NEUTRAL] It's the claim number.
[AGENT][POSITIVE] Yes ma'am, that's correct.
[AGENT][NEUTRAL] That's that's the claim number, yes ma'am.
[CUSTOMER][NEUTRAL] OK, I see it on this other paper up here, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I had
[CUSTOMER][NEUTRAL] I think it was
[CUSTOMER][NEUTRAL] Email it to [PII].
[AGENT][NEUTRAL] Yes, [PII] is one of our claims adjusters examiners.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, I gave that. Do I give that to or uh do I give them that.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, number or, uh, address.
[AGENT][NEUTRAL] Yes, you can, you can um put [PII] name on it if you would like to.
[CUSTOMER][POSITIVE] OK. All right. OK. I will do that once again.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] I'm sorry you're having such a time with it.
[CUSTOMER][NEGATIVE] That's just terrible. It's terrible. And, uh, you know, uh, it's been, like I said, in a few days, it'll be 7 months.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][POSITIVE] And I was very uh prompt in getting everything I thought to, uh to you. And evidently,
[CUSTOMER][NEUTRAL] The ball has been dropped somewhere, so.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] I will, uh,
[CUSTOMER][NEUTRAL] I will do that again.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you so very much.
[AGENT][POSITIVE] You're welcome you have a blessed rest of your day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You have a blessed day too. Thank you.
[AGENT][POSITIVE] You're welcome, ma'am.