AccountId: 011433970860
ContactId: 0eb17242-6d0d-4849-85b7-6667defc4347
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217960 ms
Total Talk Time (AGENT): 131679 ms
Total Talk Time (CUSTOMER): 22613 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/0eb17242-6d0d-4849-85b7-6667defc4347_20250604T20:15_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, I'm calling because I got a, uh, notification that there's been an update to my claims. I'm trying to log in online but I can't seem to do so.
[AGENT][NEUTRAL] Oh, OK. Yes, um, we did change the, uh, our, our online service center so you've actually got to build a new record in order to do that. But let's look at your policy and see what we have on the plane. What is your, um, policy number, please?
[CUSTOMER][NEUTRAL] Um, I don't have it because I usually just go online to get it.
[AGENT][NEUTRAL] Oh, I understand. OK, and I'll look this up by your name. How do you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. And your first name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect, thank you. And if I could just verify your date of birth, please, and the phone number?
[CUSTOMER][NEUTRAL] Sure, [PII]. Phone number is [PII].
[AGENT][POSITIVE] OK, thank you very much, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Now you said that there was a claim that you have submitted to us and you were wanting to know the information on it. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So it looks like we have uh documents that you received on the [PII]. It looks like this is for uh
[AGENT][NEUTRAL] Several uh in hospital services, pathology, a doctor's office.
[AGENT][NEUTRAL] That sort of thing so what we've done.
[AGENT][NEUTRAL] It looks like your calendar year balances uh the benefits of the calendar year.
[AGENT][NEUTRAL] $4000. So what we did is we went ahead and processed that on the [PII] of this month. Now your claim number is 360.
[AGENT][NEUTRAL] 8706.
[AGENT][NEUTRAL] There is a $4000 benefit that has been paid out on this. Now, it looks like um there was a charge of, uh,
[AGENT][NEUTRAL] $4,212.31. That was for Memorial Regional for the dates of service [PII]. We paid your full calendar year balance of $4000 for that. Um, that was done yesterday. Now I do, uh, as I mentioned before, that is for the calendar year benefit. Now it does look like you have, uh, direct deposit with us.
[AGENT][NEUTRAL] So that uh should be appearing in your bank account uh what the uh dedicated bank account that you have with us, um.
[AGENT][NEUTRAL] Yeah, I, I was surprised that this isn't showing now, but that has gone in. It has been approved. Now is there anything else that I can tell you, uh, any other claims or anything?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] So is this
[CUSTOMER][POSITIVE] Alright, thank you so much. I appreciate your help.
[AGENT][POSITIVE] OK, well, thank you very much for contacting [PII], [PII]. If you have any other questions, just let us know. Have a good day.