AccountId: 011433970860
ContactId: 2e67d6e3-139d-426e-b1b6-54f1a70fc64a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433640 ms
Total Talk Time (AGENT): 117312 ms
Total Talk Time (CUSTOMER): 224193 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2e67d6e3-139d-426e-b1b6-54f1a70fc64a_20250603T15:54_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] or y'all have it as [PII].
[CUSTOMER][NEUTRAL] And I'm in the new system.
[CUSTOMER][NEGATIVE] And it's not user friendly.
[CUSTOMER][NEUTRAL] At all, I, I had a request on, um, will you tell me first what information you need on me before I start rambling.
[AGENT][NEUTRAL] Um, if it's in regards to your personal, like your own policy, if you have the policy number, that would be helpful.
[CUSTOMER][NEUTRAL] OK. Policy number is 2579522.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I submitted my uh.
[CUSTOMER][NEGATIVE] Itemized the bill for my chemotherapy. They did may not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I received a letter that y'all needed my EOB for that and I was going to submit the EOB today which I pulled from the website their Blue Cross website um but.
[CUSTOMER][NEUTRAL] The old system had a place right.
[CUSTOMER][POSITIVE] Readily available to do that, so I need some help on having on getting this over to you guys.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let me pull up.
[CUSTOMER][NEUTRAL] And the the claim number is 3606142 if you need that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do see that one in there. OK, let's see here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] There is a place to start my claim, but my claim is already started. I just need to send.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's actually what yeah that's actually where you're gonna go um because it's going I I get what you're saying like you wanted just attach it to what you've already sent but even in the old system there was no way to attach anything to a claim already processed you would start like you're uploading a whole new claim.
[CUSTOMER][NEUTRAL] This explanation.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Even though you just need one document uploaded and they'll reference the previous claim and and process it.
[CUSTOMER][NEUTRAL] OK, I don't need to send the itemized.
[CUSTOMER][NEUTRAL] Statement
[AGENT][NEUTRAL] You don't need to resend everything, mm, you can just do that.
[CUSTOMER][NEUTRAL] Just send my EOB. Well, let's do this. Let's do start my claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not a traditional and it's not wellness and cancer is not on here.
[AGENT][NEUTRAL] Well, it would be a traditional claim because it's for an injury or illness.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, let's do that in the next step.
[CUSTOMER][NEUTRAL] OK, to expedite, please gather these documents. I've already done all that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] To find the claim form. I don't need that.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Next step
[AGENT][NEUTRAL] Then it should have you click who it's for.
[CUSTOMER][NEUTRAL] Yeah, I chose my name.
[CUSTOMER][NEUTRAL] And my policy is.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 2579.
[CUSTOMER][NEUTRAL] 2579522
[CUSTOMER][NEUTRAL] OK, there's that.
[CUSTOMER][NEUTRAL] OK, next step.
[CUSTOMER][NEUTRAL] Claim documents she did one day service got drop files.
[CUSTOMER][NEUTRAL] Here
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can do that folder.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] EOB for data service.
[CUSTOMER][NEUTRAL] Claim number, OK, drag this over.
[CUSTOMER][NEUTRAL] OK, I did that next step.
[CUSTOMER][NEUTRAL] EOB I just put EOB for DOS 5925 and put my claim number.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, so it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You should get a claim successfully submitted if it went through.
[CUSTOMER][NEUTRAL] Yeah, it's, it's thinking about it.
[AGENT][NEUTRAL] Oh, OK
[CUSTOMER][NEUTRAL] It's still submit and it's still spin spinning.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] And I don't wanna click it again.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] And that wasn't so bad. It's just gets.
[CUSTOMER][NEUTRAL] Because in the old system I could, I could click on that claim.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And you could attach, you, you could send documents.
[CUSTOMER][NEUTRAL] You did not do start a new claim.
[AGENT][POSITIVE] I got you. Yeah, so with this, that's, that's how you'll do it. I'm sorry for the confusion on that, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Like, that's OK. I just want a new claim and I'm like, oh, I don't wanna send that but.
[AGENT][NEUTRAL] Right. Did you have any other questions or concerns?
[CUSTOMER][NEUTRAL] No, it's just still spinning.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] I was gonna say I thought you got a success message because I see something pending on my side so I thought I went through.
[CUSTOMER][NEUTRAL] Really? OK, no, my where I click submit that button is still spinning.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And it will not let me click on anything even to get.
[CUSTOMER][NEUTRAL] Excel.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] I wonder if you give it just a minute because yeah, I see an OSC confirmation but it has been.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] It has been a little bit of a, OK, perfect.
[CUSTOMER][NEUTRAL] Just got it.
[CUSTOMER][NEUTRAL] I just got it says claim successfully submitted download the claim details. I don't have to do that because I make notes on my E will be right here.
[CUSTOMER][POSITIVE] All right. Well, thank you so much for your help. I greatly appreciate it.
[AGENT][POSITIVE] My pleasure. I hope you have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] You as well. Thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Bye-bye.