AccountId: 011433970860
ContactId: 2a96bf82-3025-4f84-a42e-4de6b4b2c2f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250839 ms
Total Talk Time (AGENT): 98715 ms
Total Talk Time (CUSTOMER): 135448 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2a96bf82-3025-4f84-a42e-4de6b4b2c2f8_20250610T18:34_UTC.wav
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[AGENT][NEUTRAL] ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I had a couple questions for you if possible.
[AGENT][NEUTRAL] Hi, [PII], what's going on?
[CUSTOMER][NEUTRAL] Um, it's not my daughter's claim that I've submitted. I can give you my policy number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am, absolutely. Whenever you're ready.
[CUSTOMER][NEUTRAL] OK, it's 1836605.
[AGENT][NEUTRAL] Let me just pull this up here.
[AGENT][NEUTRAL] All right. And then for verification, may I please have your date of birth and address?
[CUSTOMER][NEUTRAL] Yes ma'am. Date of birth is [PII] and address is [PII].
[AGENT][NEUTRAL] Thank you. And then is a claim for Ava or Harper?
[CUSTOMER][NEUTRAL] Uh, it's for Ava.
[AGENT][NEUTRAL] 8, OK.
[CUSTOMER][POSITIVE] And the crop, yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like
[CUSTOMER][NEUTRAL] I think there should be 2, I'm sorry, go ahead.
[AGENT][NEGATIVE] No, no, no.
[AGENT][NEUTRAL] I was gonna say it looks like there were 2 submitted on the [PII] of this month and then it looks like maybe you submitted something yesterday.
[CUSTOMER][NEUTRAL] Right, so the, I think the two that was submitted on the [PII] was the actual like itemized and then the, you know, the form you have to fill out to go with each one.
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][NEUTRAL] And then the one for yesterday.
[CUSTOMER][NEUTRAL] I'm meant to attach it to like the other set of bills. So that's why there's a third one, so yeah, that's why it's weird like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries. OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see something else I was gonna ask you. OK, so that bill might look weird, and I just wanna give you a backstory, and there's a chance I probably already talked to you because I've been talking to everybody for a long time now, dealing with this, um.
[CUSTOMER][NEGATIVE] There was a claim that was returned. It just says, you know, not payable because there's no charge. And for whatever magical reason.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They separate the charge. So instead of it coming from like um the orthopedic surgeon's office, they had it come from the hospital.
[CUSTOMER][NEGATIVE] That the surgery was performed at and the hospital just didn't mail it out. I had to call and ask for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, that's why you have, you have no idea. You probably do have an idea. Um, so that's why it looks out of place.
[CUSTOMER][NEUTRAL] And that's it, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can definitely, yeah, I can definitely notate it. I can't unfortunately because everything uploaded is still showing in progress. There's not even a claim number assigned to any of it yet.
[CUSTOMER][NEGATIVE] Uh no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, yeah, so it's just gonna take a little bit more time, but what I can do is just put notes in there and make sure to tell them that all of these are linked together, um, and that, yeah, just to reference all three of them together and that, um, to double check for the billing and everything on that that it may not look as uh like you said as it normally does so I can definitely do that since it was received on the [PII] I would say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, give it at least till the end of the week to be processed probably.
[CUSTOMER][NEUTRAL] OK, because I just, I remember getting a denial saying can't pay because there was no charge 00 and then that is like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] What I uploaded is the 00, that missing link out of everything, OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, perfect. All right, yeah, I will definitely, yeah, and I'll notate that on the account, OK?
[CUSTOMER][POSITIVE] Sounds good. Well, thank you very much.
[CUSTOMER][POSITIVE] Oh awesome thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Mhm. You too.
[AGENT][NEUTRAL] Bye bye.