AccountId: 011433970860
ContactId: 1310fa11-54e9-45ec-9b64-fa0b75cb345c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184119 ms
Total Talk Time (AGENT): 80658 ms
Total Talk Time (CUSTOMER): 70683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/1310fa11-54e9-45ec-9b64-fa0b75cb345c_20250320T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, I need to find out how to pro um.
[CUSTOMER][NEUTRAL] Put in correct documents for claims for my husband's cancer stuff, um, like blood work.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Infusions and daily pills that he takes.
[AGENT][NEUTRAL] OK. All right. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. My cell number is [PII].
[AGENT][NEUTRAL] OK, um, Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, I can get it real quick, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And before you give me that, um, are you listed on the policy or you're not? You're trying to just get general information?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, I'm on the policy.
[AGENT][POSITIVE] You are, OK, perfect, yes.
[CUSTOMER][NEUTRAL] OK, uh, looks like it may be is uh 207.
[CUSTOMER][NEUTRAL] 9181
[AGENT][NEUTRAL] OK. Mhm. Perfect. And may I have your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII]. Um, email is [PII], and address is [PII].
[AGENT][NEUTRAL] Alright, thank you. OK, and let's see um.
[AGENT][NEUTRAL] All right, so for all claims, um,
[AGENT][NEUTRAL] For any type of claim, um, we're gonna need, uh, the claim form which is in our website at [PII].
[AGENT][NEUTRAL] So that's the first thing. Um, on the first page of that claim form, there is the instructions, but I can let you know that what we're gonna need is itemized bills. So, including with the claim form, you just need to send us itemized bills.
[CUSTOMER][NEUTRAL] OK, so what I need to ask for the, from the pharmacy and from the doctors are itemized bills. So that's all they're called, just itemized bills.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Itemized meals, correct. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, let me try that again. OK, thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I may help you today? Do you have any other questions or concerns, Miss?
[CUSTOMER][NEUTRAL] Um, I, I can't think of anything right now.
[AGENT][NEUTRAL] All right. OK, well, if you've run into any troubles or anything like that, just give us a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] You're welcome. Have a good day, Miss. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Uh huh you too bye bye.