AccountId: 011433970860
ContactId: 2c78c097-6143-4fbd-9f2d-32ab56b51637
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378600 ms
Total Talk Time (AGENT): 153422 ms
Total Talk Time (CUSTOMER): 92487 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2c78c097-6143-4fbd-9f2d-32ab56b51637_20250617T14:39_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], my name is [PII] and I submitted a claim quite a long while ago and I've not heard anything back.
[AGENT][NEUTRAL] OK, I could check on that claim for you.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's OK, go ahead.
[AGENT][NEUTRAL] That's alright. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes I do. It is 00590124.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Alright and then uh [PII] just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Perfect, uh, last thing I need is the email address we've got on file for you. It looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, that's not the Gmail account we've got.
[CUSTOMER][NEUTRAL] OK, you have [PII]?
[AGENT][NEUTRAL] Yes, ma'am, that's correct. OK, thank you for verifying that. OK, now this claim.
[CUSTOMER][NEUTRAL] That's, that's my husband's, that's not mine. OK.
[AGENT][NEUTRAL] Oh, that's the one we've got on file um do it does that need to be changed?
[CUSTOMER][NEUTRAL] I think so. Mhm.
[AGENT][NEUTRAL] OK, go ahead and give me that correct email address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] That's it. Mhm.
[AGENT][NEUTRAL] OK, I'll go ahead and get that updated now alright um and then this claim, [PII] was this for you or was this for [PII]?
[CUSTOMER][NEUTRAL] This is for me.
[AGENT][NEUTRAL] It was for you, OK, thank you one moment, let's take a look.
[CUSTOMER][NEUTRAL] All the others have been for doing, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This is skin cancer.
[AGENT][NEUTRAL] Got you, one moment.
[CUSTOMER][NEUTRAL] I've never had a claim before.
[AGENT][NEUTRAL] OK, so I am showing here that the information that we received uh on the claim form was not legible, so we do need to get another copy of that a legible copy of the claim.
[CUSTOMER][NEUTRAL] What do you mean it wasn't legible? Did do we take a picture of it or something or they send it to you?
[AGENT][NEUTRAL] Um, I can take a look. It does look like it was, um, received from either you or do. It was not from a provider. Um, give me just a moment. I could take a look at what was submitted and see, but apparently whatever it was, uh, we just couldn't make out what it was.
[CUSTOMER][NEUTRAL] Well, I never heard back.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] It was legible to us.
[CUSTOMER][NEUTRAL] Is it in his handwriting?
[AGENT][NEUTRAL] Um, I'm getting it pulled up right now. Bear with me just a moment. The system's gotta think about it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bear with me just a moment I'm just kinda looking through it right now.
[AGENT][POSITIVE] OK, yes, so the information, uh, the the pages themselves and such, those are all clear. I do believe it is the handwriting that.
[AGENT][NEGATIVE] They're having trouble deciphering.
[CUSTOMER][NEUTRAL] Which handwriting is it? Is it from the doctor's office or is it from us?
[AGENT][NEUTRAL] Uh, it was from y'all, um.
[AGENT][NEUTRAL] The claim form.
[CUSTOMER][NEUTRAL] The claim form. So what do you, what do you need? Do you need everything sent again?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEGATIVE] No, shouldn't that it does just state that that claim form, uh, is in not legible. Everything else it's stating, but that's the only thing that it's stating that is wrong.
[CUSTOMER][NEUTRAL] So what part of the claim form is not legible?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Can you email me a picture of it?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEGATIVE] I'm not sure that I'm able to send what we've received.
[AGENT][NEUTRAL] But I will say for good measure I would go ahead and sure um so I would just submit those two I believe it's only a couple of pages on the form itself that have uh spots for you to fill out so I would just resubmit those.
[CUSTOMER][NEUTRAL] Because I'm confused.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] All right, well, sorry about the confusion. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I'll tell him he's the one that did it.
[CUSTOMER][NEGATIVE] That's it. If it happens again, they should contact me. Nobody contacted me.
[AGENT][NEUTRAL] Sure, yes, I do apologize for that. I'm not sure why.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][POSITIVE] Alright of course thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.