AccountId: 011433970860
ContactId: 3598d802-eaa1-4e08-b95d-ff09cf5d8b8b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436350 ms
Total Talk Time (AGENT): 214949 ms
Total Talk Time (CUSTOMER): 79805 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/3598d802-eaa1-4e08-b95d-ff09cf5d8b8b_20250430T15:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is uh [PII]. I just called a sec uh, to check on the status of my claim.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] 262-566-030
[AGENT][NEUTRAL] OK, let me just pull this up here. Give me one moment, please.
[AGENT][NEUTRAL] And [PII], just to confirm the number you gave me was 262-56.
[CUSTOMER][NEUTRAL] Wow, OK. It was 256-603-0.
[AGENT][NEUTRAL] I apologize.
[AGENT][NEUTRAL] Can I get your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] address [PII].
[AGENT][NEUTRAL] And the claim is under your name, is that correct?
[CUSTOMER][NEUTRAL] Yes [PII].
[AGENT][NEUTRAL] OK, thank you [PII], let me take a look.
[AGENT][NEUTRAL] OK, so it looks like we have one claim that was submitted, well, there were a couple, so first one that I see reported on the [PII] just processed out today, so um it looks like there was a benefit payment sent in the amount of $2610.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other one.
[AGENT][NEUTRAL] Looks like it was reported on [PII]. So this is a separate claim number. It was just processed today as well. Uh, this one paid a benefit of $2610 as well. Uh, so look, looking at your policy, Mr. [PII], it looks like you do have that direct deposit set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] With those being completed just today, we are on Wednesday so I feel like you should see that hit your account by Friday with that direct deposit.
[CUSTOMER][POSITIVE] All right, thank you, ma'am.
[AGENT][POSITIVE] Yeah, not a problem. Anything else?
[CUSTOMER][NEUTRAL] No, OK, uh, so then I have another one should be done by next week cause it's like.
[CUSTOMER][NEUTRAL] I know I sent in a beer for like $44.
[AGENT][NEUTRAL] Uh, OK, let's see.
[AGENT][NEUTRAL] You have another one that you need to submit or one that you did already submit? I'm sorry.
[CUSTOMER][NEUTRAL] I've already submitted. I think I submitted one for $44444. I know I had submitted one for the gas mileage too as well.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I did that Sunday. I don't think y'all got to ground to get to that one next.
[AGENT][NEUTRAL] Yeah, it doesn't look like.
[AGENT][NEUTRAL] So the one actually on Sunday I do see that that was actually the first one that I pulled up to check on it's showing that it was a duplicate.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, so it was denied just because it was showing as a duplicate, so everything else that you've recently submitted has been paid though it looks like.
[CUSTOMER][NEUTRAL] OK then, so I will just take that and just pay them with the money, the bill I have right.
[AGENT][POSITIVE] Yeah, absolutely. So if you have any outstanding, you can use that then to reimburse them, correct. Uh-huh.
[CUSTOMER][NEUTRAL] Right, they say how much it was, ma'am. The first one was 2000 something.
[AGENT][NEUTRAL] I believe they were both the same here. Let me go back, um.
[AGENT][NEUTRAL] So, 2610, and this benefit does show transportation on it, uh, or I'm sorry, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] 35
[AGENT][NEUTRAL] Um, let's see, the transportation was included in here, but let me see what this says. Give me just a second.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, so it is saying on the transportation part that it looks like that was denied. It's stating that the transportation was less than 50 miles.
[CUSTOMER][NEUTRAL] I was more than that, so uh let me do that one again cause I'm going now. It's 56 miles in 56 miles back.
[AGENT][POSITIVE] OK. You can definitely resubmit that, um.
[AGENT][POSITIVE] Not a problem.
[CUSTOMER][NEUTRAL] But you said I do have 2 for $2600 a piece, right?
[AGENT][NEUTRAL] Yeah, so that's on that same claim. It did pay. It paid $2610. However, the transportation portion of it was denied showing that the mileage was less than $50.
[AGENT][NEUTRAL] So it was paying out it looks like for radiation on uh some different dates of service and then the other claim is the same for 2610 as well so they're both the same amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I appreciate you. Thank you, ma'am. I should get that Friday, right.
[AGENT][NEUTRAL] I did
[AGENT][POSITIVE] Yeah, I would say by Friday because they were just processed today, so direct deposit is definitely much quicker than waiting for a check in the mail, you know.
[CUSTOMER][NEUTRAL] Yes ma'am. OK, on the other one that uh uh mileage thing just send me out that paper. I think I got that paper y'all. I made a copy of it and I just submit that to y'all.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. Yup, not a problem. Anything else?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Uh, no, ma'am, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.