AccountId: 011433970860
ContactId: 0de53a4e-ff8a-4c0d-b824-270059b3e7f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179570 ms
Total Talk Time (AGENT): 12599 ms
Total Talk Time (CUSTOMER): 60767 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/0de53a4e-ff8a-4c0d-b824-270059b3e7f9_20250612T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to figure out.
[CUSTOMER][NEUTRAL] How do you get reimbursed?
[CUSTOMER][NEUTRAL] For the doctor's visits, my insurance is such that I pay out of pocket when I see the doctor, and then I send in a claims form with the itemized bill, um, and every person I talk to says no, no, no, else is a different office, uh, so this is, I think the 2nd time this morning that I've been on the phone with you guys. I need to figure out.
[CUSTOMER][NEGATIVE] How to do it. I thought I did it correctly, but it looks like I didn't do it, but nobody's able to help me this time.
[AGENT][NEUTRAL] OK, um, so you're trying to get these claims have you tried filing claims with us? I'm sorry, I just wanna make sure that I understand.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, uh, so, yeah, I, I mean, I, I, I did what I was supposed to do, and I was speaking to somebody and they said, no, no, no, you know, this is only for hospital indemnity, like as if I went to the hospital and like.
[CUSTOMER][NEUTRAL] OK, so I called the, the, the first number back they're like, no, no, no, it's the same form for a hospital indignity, uh, also it's, it's everyday claims or everyday claims solutions or something like that, and she said, yeah, yeah, you fill these out, we got them.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but you're saying I have to talk to you.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hello?