AccountId: 011433970860
ContactId: 223979d1-d47c-48bb-87de-ad3f4b64cc25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202479 ms
Total Talk Time (AGENT): 122030 ms
Total Talk Time (CUSTOMER): 57718 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/223979d1-d47c-48bb-87de-ad3f4b64cc25_20250605T18:00_UTC.wav
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[AGENT][NEUTRAL] For contacting UCL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, um, I was calling to, I'm trying to check the claims, um, the process, but when I try to log in online it says it doesn't recognize my user name.
[AGENT][NEUTRAL] Oh yes, uh, we, uh, we have changed our online service center and, uh, you just need to go in and, and rebuild an account and a new username and then you'll be able to do that. But uh while we're on the phone, what's your policy number? What is that so we can look up your claims?
[CUSTOMER][NEUTRAL] Um, let's see, is that the.
[CUSTOMER][NEUTRAL] The group number or payer ID or the one that ends in ML 7 or 8.
[AGENT][NEUTRAL] Well, let me begin with the 01.
[AGENT][NEUTRAL] That's it, but the one that says ML 7.
[CUSTOMER][NEUTRAL] OK, that's um 024.
[CUSTOMER][NEUTRAL] 65411.
[CUSTOMER][NEUTRAL] ML 7
[AGENT][NEUTRAL] Thank you. If I could verify your name, and date of birth, and a phone number please, sir?
[CUSTOMER][NEUTRAL] Yeah, name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And then this number is my number [PII].
[AGENT][POSITIVE] Thank you. I do appreciate that. Um.
[AGENT][NEUTRAL] Now, uh, what I have is I have one claim.
[AGENT][NEUTRAL] Um, [PII] for the data service, [PII]. Does that sound correct to you?
[CUSTOMER][NEUTRAL] Um, I think so.
[AGENT][NEUTRAL] It's for uh.
[CUSTOMER][NEUTRAL] What what's it for? Does it say?
[AGENT][NEUTRAL] Anesthesia?
[CUSTOMER][NEUTRAL] For what? I'm sorry, you broke up a little bit.
[AGENT][NEUTRAL] That is it for anesthesia? It's for data service [PII] for anesthesia.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is, that was processed yesterday and a benefit of $440.88 has been paid. Now, you will be receiving a, a check.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] In the amount of $440.88 that check went out in the mail this morning.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you want to verify your address, please, sir, so that we can, we just make sure it's going to the right place.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] Mhm, it should be [PII].
[AGENT][NEUTRAL] In [PII], yes, so that is, that is correct, um.
[AGENT][NEUTRAL] Now when you, if you do want to go back onto the online service center and just rebuild your account with a new password, um, you can also find a direct deposit form so that the next time, uh, if you ever want to submit a claim yourself, um, that's, uh, that will be, uh, uh, sent to you, but that is, that has been paid and I, uh, sorry, sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm looking at it now, it looks like it was paid to the provider. So the provider, that's the only claim that we have to do, sir. Uh, the claim is going to, uh, the provider in this case, but it has been paid and it was paid, uh, it was processed this month.
[CUSTOMER][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Is there anything else at all that I may help with any other claims that we need to look up, or?
[CUSTOMER][POSITIVE] No, that is it. I appreciate it.
[AGENT][POSITIVE] OK, well thank you for contacting ATO. You have a very good afternoon.