AccountId: 011433970860
ContactId: 17aba75b-76a6-4de4-8d8c-a3d75a52a379
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 615520 ms
Total Talk Time (AGENT): 307935 ms
Total Talk Time (CUSTOMER): 221937 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/17aba75b-76a6-4de4-8d8c-a3d75a52a379_20250306T19:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how are you?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] I'm, I'm calling, I'm, I'm calling about uh a claim that we apply.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I could take a, we just needing to check on it and see what the status is?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, I can check that claim for you. What was your name?
[CUSTOMER][NEUTRAL] Uh, it's uh my husband's name [PII].
[AGENT][NEUTRAL] OK, uh what was your name?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I have the message from you that you accept, you received the
[CUSTOMER][NEUTRAL] The claim that we send, but there is no number of policy.
[AGENT][NEUTRAL] OK, um, let's see, I could start using your social?
[CUSTOMER][NEUTRAL] The social.
[AGENT][NEUTRAL] Yeah, I would need the policy number or a social security number to find the policy.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 588. 588.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] What was his name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] T A R E Q
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, well, I did not get a result with that social, um, so let me try searching using his name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment. Um and you said the first name that was [PII]?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then that last name that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I believe I found it um is he available that I could speak with him and verify his information?
[CUSTOMER][NEUTRAL] Yes, he's here.
[AGENT][NEUTRAL] OK, can you hear me?
[CUSTOMER][NEUTRAL] Yes, you're on speaker.
[AGENT][NEUTRAL] OK, hi, how are you?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][POSITIVE] Good, good, thank you.
[AGENT][POSITIVE] Glad to hear it. I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mailing address. Um, this is in [PII].
[AGENT][POSITIVE] Perfect thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, so thank you. Uh, last thing I need is the email address we've got on file for you um it looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, uh, [PII].
[AGENT][POSITIVE] Awesome, thank you for verifying that information and then we do have your permission to speak with uh [PII] on your behalf.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, yes, thank you.
[AGENT][POSITIVE] OK awesome thank you so much for verifying that.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, appreciate that. um, now was this claim, uh, for you or for track?
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] For both.
[AGENT][NEUTRAL] You had claims you uploaded for both?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, for both, but because the insurance in his name.
[CUSTOMER][NEUTRAL] That we claim
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] About
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] So the last claims I'm showing that we received for both of you, there was one that was submitted uh [PII] and one on [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and we received a message from you in [PII] that you received our claim and you are reviewing it.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Gotcha. OK. Give me just a moment, let me check on both of those.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] OK, so I'm looking at uh Terexx right now and it looks like we're missing some information. So for this claim we need the itemized statement, um, that shows diagnosis codes for the date of service.
[CUSTOMER][NEUTRAL] We send them. We send them.
[AGENT][NEUTRAL] You did? When was that sent?
[CUSTOMER][NEUTRAL] We sent
[CUSTOMER][NEUTRAL] You remember me?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I think it's in November too.
[AGENT][NEUTRAL] Was it sent recently?
[CUSTOMER][NEUTRAL] In November.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received anything additional for either of these um, did you send them by mail?
[CUSTOMER][NEUTRAL] No, last year, yeah.
[CUSTOMER][NEUTRAL] Email, email.
[AGENT][NEUTRAL] Email, OK, so that might need to be resent to us, [PII], because I'm not showing that we've received that for you or for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we should resend them?
[AGENT][NEUTRAL] Absolutely, yes ma'am, um, and do you have access to a fax machine because we do have a fax number as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No fax number. I, I don't have, but I will try to send it. Can you give me your email and your fax number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, so email is going to be.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] C A
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can you please repeat?
[AGENT][NEUTRAL] It's, yes, [PII].
[CUSTOMER][NEUTRAL] Uh-huh. Care.
[AGENT][NEUTRAL] T
[AGENT][NEUTRAL] Uh yes, T E A M.
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] At AM as in Mike.com.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK. So [PII].
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Uh-huh. Can you give me the fax number, please?
[AGENT][NEUTRAL] Absolutely that is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII]. That's the fax number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and did you want our mailing address as well?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Did you want our mailing address as well?
[CUSTOMER][NEUTRAL] Mailing address?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Your email?
[AGENT][NEUTRAL] Uh, did you need our mailing address, uh, if you were to send a paper copy? Yes.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, mailing address? Why not? Why not?
[AGENT][POSITIVE] OK, yeah, I like having more than one option that's neat.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you, thank you, ma'am.
[AGENT][NEUTRAL] OK, so of course, so that is um [PII].
[CUSTOMER][NEUTRAL] TO
[AGENT][NEUTRAL] [PII], yes, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 950, OK.
[AGENT][NEUTRAL] Yes, and that is in [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] That's it, yes, ma'am and then city and the state is [PII] as well, so that's OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], shall I bought city?
[AGENT][NEUTRAL] Um, [PII], [PII], [PII]. So the abbreviation is OK for [PII]. Yes.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] OK. Uh-huh.
[AGENT][NEUTRAL] Right, that's it. OK, and then the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. I think I got it and uh down here right in the paper that I received from you.
[AGENT][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] [PII], yeah. Yeah, I got it and then uh.
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII], yeah, the all box.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][POSITIVE] Perfect. Just wanna make sure. Alright, was there anything else I can help you with [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, ma'am. Uh, OK, if we
[AGENT][POSITIVE] Oh, you're very welcome. Yes.
[CUSTOMER][NEUTRAL] If we send them, uh, we, if we say tomorrow, when we should talk to you to make sure that you receive the information.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, so it's um.
[CUSTOMER][NEUTRAL] If we fax them or.
[AGENT][NEUTRAL] Yes, so, uh, fax, um, that can take a couple of days for us to, um, get it associated with your account and then processing time can take 7 to 10 business days, so I would say a safe measure would be, oh let's see what's today, um, I would give it at least um a couple of weeks maybe call back um you can call back next week if you just wanted to check um but I would say a safer bet would be the following week.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you so much. Appreciate it, ma'am. Bye.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too, ma.
[AGENT][POSITIVE] Thank you