AccountId: 011433970860
ContactId: 0d1d5fbc-a7e5-42a1-aaed-45ed1443e401
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181279 ms
Total Talk Time (AGENT): 92561 ms
Total Talk Time (CUSTOMER): 60270 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=3.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0d1d5fbc-a7e5-42a1-aaed-45ed1443e401_20250331T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you doing? I'm a broker.
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great. I'm just calling to check the status on 2 claims for two of our customers.
[AGENT][NEUTRAL] Sure, I can check those claims for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you, and these were two separate members, is that right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, uh, what was that first policy number, please?
[CUSTOMER][NEUTRAL] It's 248-918-3.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] This should be, let's see here.
[CUSTOMER][NEUTRAL] Should be [PII], um [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I don't see data service on here. It should be the only claim for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. I do have one claim from uh Lakeview Hospital.
[AGENT][NEUTRAL] Looks like there's a couple of days of service, uh, [PII] and [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so we did pay a benefit for this claim. It looks like we paid $2800. Let me see when that processed and if they have. OK, so that just processed, um, [PII], so just a few days ago, and I think they've got, um, direct deposit set up. Give me just a moment.
[AGENT][NEUTRAL] Yes, they do.
[CUSTOMER][POSITIVE] Perfect, perfect, awesome um.
[AGENT][NEUTRAL] Did you need that claim number or anything?
[CUSTOMER][POSITIVE] I have that thank you so much, um, and, and I think we're good on that one. I got one more whenever you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm ready when you are.
[CUSTOMER][NEUTRAL] OK, it's 248-918-4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Should be
[CUSTOMER][NEUTRAL] Should be [PII].
[CUSTOMER][NEUTRAL] And she's [PII].
[AGENT][NEUTRAL] Got it, thank you for that. So it's just the one claim on file for this member as well, uh, for date of service [PII].
[AGENT][NEUTRAL] And so we did pay this benefit as well, uh, we paid $2700 and this one was sent as a paper check.
[AGENT][NEUTRAL] And looks like that was uh just issued [PII].
[CUSTOMER][POSITIVE] Got it, got it.
[AGENT][NEUTRAL] OK, did you need any of that information?
[CUSTOMER][NEUTRAL] That'll work.
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] No, ma'am, I sure don't. That's perfect.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] And I, I greatly appreciate it. No, ma'am, that's it. Have a great day.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call, [PII] you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.