AccountId: 011433970860
ContactId: 2239831a-5dcc-462b-a364-594f666509cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158600 ms
Total Talk Time (AGENT): 45959 ms
Total Talk Time (CUSTOMER): 79905 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2239831a-5dcc-462b-a364-594f666509cd_20250310T16:38_UTC.wav
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[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII] how you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Hello? OK, good. Uh, my name is [PII]. Um, my member number is 023.
[CUSTOMER][NEUTRAL] 57692
[AGENT][POSITIVE] OK one moment thank you.
[AGENT][NEUTRAL] OK, and may I have your callback number if we were disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry there was some ruffling of paper on that. I didn't get that number.
[CUSTOMER][NEUTRAL] Yeah yeah [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the area code for that?
[CUSTOMER][NEUTRAL] OK, so I was just calling.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you so much. Now before you get into, um, sorry, give me one moment just verify information still please verify your complete mailing address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. Now I can assist you, please.
[CUSTOMER][NEUTRAL] OK. Um, so, uh, there's, um, my
[CUSTOMER][NEUTRAL] My uh
[CUSTOMER][NEUTRAL] General practitioner, um.
[CUSTOMER][NEUTRAL] I, I don't know what happened, uh, exactly in their office, but, uh, for some reason, um, maybe they're they're.
[CUSTOMER][NEUTRAL] You know, their photocopy of the card, you know, that I gave them.
[CUSTOMER][NEUTRAL] Uh, some, it might have been unreadable or something. I, I, I'm not sure they told me there was a couple of possibilities, but, uh, they had.
[CUSTOMER][NEUTRAL] You know, not for some reason, um.
[CUSTOMER][NEUTRAL] They're trying to submit some claims that might be older and so I was just, I just wanted to give you all a heads up in case y'all see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it might have been some stuff from like November.
[AGENT][NEUTRAL] Now
[AGENT][NEUTRAL] OK, now with your policy, Mr. [PII], there is no timely filing, which means uh claims can still be.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, as of [PII].
[CUSTOMER][NEUTRAL] OK, alright, well then, um, I just wanted to kinda, you know, like in case that was an issue, I just wanted to give you all a heads up and let you know about so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh no, no, no, we'll still process the claims.
[CUSTOMER][POSITIVE] OK all right well I appreciate your help and I hope you have a great day.
[AGENT][POSITIVE] Thank you so much for calling Mr. [PII]. You have a great day as well. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.