AccountId: 011433970860
ContactId: 31da9efe-5816-47ae-abd3-0495a1f59f67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165559 ms
Total Talk Time (AGENT): 99166 ms
Total Talk Time (CUSTOMER): 69713 ms
Interruptions: 3
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/31da9efe-5816-47ae-abd3-0495a1f59f67_20250522T19:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon. Um, can you tell me if [PII] is available?
[AGENT][NEUTRAL] Um, I can see if she is available. Um, what was your name, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Oh OK yeah I think I just spoke with you earlier let's see.
[AGENT][NEUTRAL] Alright, um, so yeah, uh, can I get that callback number from you? I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I think we did.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then um your policy number, please.
[CUSTOMER][NEUTRAL] OK, that I don't have it handy, because I'm at work right now. It, it's, it's just, OK, she, she was helping me get the itemized bill from the doctor, and so they've been trying to fax it to the number that she gave them, but it's not going through.
[AGENT][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can go ahead and confirm that number.
[CUSTOMER][NEUTRAL] So instead, they're gonna email it to me?
[AGENT][POSITIVE] Oh OK no no no you're perfectly fine, go ahead.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] OK, so instead they're gonna email it to me and, and I was wondering if I can just upload it on the, on the website, on your website.
[AGENT][POSITIVE] Absolutely. Yeah, you absolutely can. Yes, ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, OK, that's all, that's all I needed, that's all I needed. Um.
[AGENT][NEUTRAL] Sure, yeah, you're fine. It does appear that [PII] is out for the rest of the day anyway, um, now I will say, uh, was this, uh, just so that there's clear up any possible confusion, um, was that information we were missing was a claim already filed and we were just missing that information?
[CUSTOMER][NEUTRAL] Uh, you can say that. It's just the doctors send them the wrong information, and now they're sending the correct information. Mhm. Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I see.
[AGENT][NEUTRAL] OK, so just so that you are aware if you upload this information that means we will be sending that benefit um payment to you um so if the providers file the claim uh you know of course correctly um then we would send that benefit to them however if you filed that claim that would go to you.
[CUSTOMER][NEUTRAL] No, no, it's
[CUSTOMER][NEUTRAL] Yeah, it was me. It it's me, the, the one filing the, the, the claim.
[AGENT][NEUTRAL] OK, got you. I just wanted to make sure you were aware that that was what's going to happen. So if you upload that, you can, if you haven't already, uh, set up direct deposit, um, that way it can get to your bank account in about 2 to 3 business days after it processes, otherwise we would send a paper check in the mail.
[CUSTOMER][POSITIVE] Excellent, excellent. That works.
[AGENT][NEUTRAL] OK. All right. Did you have any other questions for me, Mr. [PII]?
[CUSTOMER][POSITIVE] No, no, no, thank you so much, you've been wonderful.
[AGENT][POSITIVE] All right. You are very welcome. Have a great rest of your day.
[CUSTOMER][POSITIVE] You too. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.