AccountId: 011433970860
ContactId: 16639e30-50c6-4c10-8f0b-f466cfbab30b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246139 ms
Total Talk Time (AGENT): 81595 ms
Total Talk Time (CUSTOMER): 66298 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/16639e30-50c6-4c10-8f0b-f466cfbab30b_20250219T18:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL.
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling in regards to some claim forms that I faxed in on yesterday. I just wanted to make sure that it was received on your end.
[AGENT][NEUTRAL] OK, I can help you with the claim forms. Can I please get your name, uh, and your policy number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] [PII], it's a claim for my son, the late [PII]. He passed away and I was listed as the beneficiary. I spoke with one of your reps on yesterday, and she gave me the fax number to send over the form, but I have the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 02570546.
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK. And um what was your son's name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number that you.
[AGENT][NEUTRAL] Submitted the claim to was this 257-054-6 number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me look.
[CUSTOMER][NEUTRAL] Um, let me repeat it. I have the insurance information in front of me. It's 02570546.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I am not showing that you're on this policy as the beneficiary.
[AGENT][NEUTRAL] I don't have um.
[AGENT][NEUTRAL] Was it a medical claim that you were sending in?
[CUSTOMER][NEUTRAL] Accidental insurance policy. Accidental death.
[AGENT][NEUTRAL] Oh, so
[AGENT][NEUTRAL] OK, so it was a group accident policy. Let me look at it, see if he has an accident, OK.
[AGENT][NEUTRAL] Let me look.
[AGENT][NEUTRAL] OK, I'm not showing any information at this time. That doesn't mean we haven't received it just because.
[AGENT][NEUTRAL] It it does take 7 to 10 business days for them to process.
[CUSTOMER][NEUTRAL] Oh, I was just wanted to confirm if you guys received the documents so you don't see any confirmation there.
[AGENT][NEUTRAL] I'm not seeing it at this time, um, but that doesn't mean that we haven't received it uh it does take a while to process all the faxes that come through.
[AGENT][NEUTRAL] So I would wait 7 to 10 business days and check and see if we've received it then.
[CUSTOMER][POSITIVE] OK, thank you, ma'am. Thank you.
[AGENT][POSITIVE] You're very welcome you have a blessed.