AccountId: 011433970860
ContactId: 1a7bf958-67e8-48bf-a76a-78229c5bead4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250020 ms
Total Talk Time (AGENT): 108529 ms
Total Talk Time (CUSTOMER): 78179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/1a7bf958-67e8-48bf-a76a-78229c5bead4_20250414T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Uh, my name is [PII]. Uh, I faxed over a claim and I was just wondering, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It, what's going on with that?
[AGENT][NEUTRAL] OK, [PII], we can check on the claim, absolutely. What's your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Yeah, it's 683-264-362.
[AGENT][NEUTRAL] So 683-264-362?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull this up here. Give me just a second.
[AGENT][NEUTRAL] All right. And then [PII], can I please verify your date of birth and address?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII]. My address is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Alright, so I do see there are two claims in here. There's one that's showing, uh, reported on the [PII]. It's still in process and so there's not been a decision made at this time. Generally claims take about 5 to 7 business days to process.
[CUSTOMER][NEUTRAL] OK, um, yeah, because I, uh, sent some updated information.
[CUSTOMER][NEUTRAL] So when did you say I sent that?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I see two uploads. There's one that shows reported on the [PII] and then one that shows reported on the [PII]. I'm not sure if the [PII] was the additional info.
[CUSTOMER][NEUTRAL] Um, it possibly was, yeah.
[AGENT][NEUTRAL] So yeah, that was last Thursday and then Friday so I would say hopefully by the end of the week um because any additional information wasn't received until Friday and um we're just open through the we're just open Monday through Friday so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, you said it takes about 7 days to be processed. What about for a decision then like what happens?
[CUSTOMER][NEUTRAL] Like what's, I guess what I'm saying is what's the time frame before I get an answer.
[AGENT][NEUTRAL] It would be 5 to 7 days when you would have a decision on it whether or not it was processed and paid or denied if additional information was needed, you would know all that in the next 5 to 7 days.
[CUSTOMER][NEUTRAL] Within 5 to 7 days.
[AGENT][POSITIVE] Correct, yes ma'am.
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] The week of the [PII] I should be looking for something and would they notify me by email or call me like.
[AGENT][NEUTRAL] Mhm so you do get an explanation of benefits always mailed to you um usually members will also receive a notification if you've signed up for it like uh via email sometimes they'll get text also if you have like the online service center but yeah we'll send you a notification letting you know it's been processed.
[CUSTOMER][NEUTRAL] Or in the mail?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Anything else I can check on?
[CUSTOMER][POSITIVE] No, that was it. Thank you.
[AGENT][POSITIVE] All right, have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Goodbye