AccountId: 011433970860
ContactId: 3ad86b09-e0d5-4ef8-b675-c39598b97c93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178860 ms
Total Talk Time (AGENT): 99391 ms
Total Talk Time (CUSTOMER): 83768 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3ad86b09-e0d5-4ef8-b675-c39598b97c93_20250527T14:47_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hey, it's uh [PII]. How are you today?
[AGENT][POSITIVE] I'm pretty good. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, um, can I check on a wayward soul please on his claim, and I'll give you his policy number.
[AGENT][NEUTRAL] Absolutely. What is that policy number?
[CUSTOMER][NEUTRAL] It's 250-162-9.
[CUSTOMER][NEUTRAL] And the gentleman's name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But it's really for his minor son [PII], and I'll tell you his date of birth for the insured when you're ready.
[AGENT][POSITIVE] Yes, uh, thank you. What is that?
[CUSTOMER][NEUTRAL] Sure, [PII], [PII].
[AGENT][POSITIVE] OK, um, I appreciate that one.
[AGENT][NEUTRAL] Uh, do you mind giving me, I, I know I have to ask for a phone number, please, sir, that can happen.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you very much. um, you know, what data service we're looking for for sacks and.
[CUSTOMER][NEUTRAL] Uh, there's only one. I, I don't know, uh.
[CUSTOMER][NEUTRAL] Uh with the data services, but I, I did put a claim in about a week ago. I just wanna see there should only be one claim.
[AGENT][NEUTRAL] Yes, of course. Let me go ahead and, um, absolutely, I'm sorry, I didn't mean to interrupt. Um, let me see what I've got and then you can, this is probably what you're looking for. So we received multiple dates from [PII], uh, Memorial Regional Hospital, um, a doctor, uh, phase test and, and things like that. Anyway, it was just done, um, they should be receiving, uh, a benefit amount of 1000.
[CUSTOMER][NEUTRAL] In there.
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] $616.89. Now that claim, uh which is uh the claim number is 360.
[AGENT][NEUTRAL] 5329. It looks like this was just done um so I'm not even seeing a.
[CUSTOMER][POSITIVE] Yeah, that's how good I am. I know that I know that's all on top.
[AGENT][POSITIVE] I know, that's wonderful. There you go.
[CUSTOMER][NEGATIVE] Yeah, there's uh after being with you guys for like 11 years, there's a certain cadence rhythm to the business, so I, I'm just, I don't know why I'm not making a million dollars a year because I'm almost psychic and I'm gonna ask you another stupid man question this, uh, $1,616 is that going to the provider or to the insured?
[AGENT][NEUTRAL] Yeah, it
[AGENT][POSITIVE] Absolutely.
[AGENT][NEGATIVE] Not as stupid.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] It's going to be insured. Now, I don't show that the that the Hogans have a direct deposit. So, um, it was done today.
[CUSTOMER][POSITIVE] Yeah, I know. Heaven for that they're really simple. Yeah, most of these groups are simple people, OK.
[CUSTOMER][NEUTRAL] Alright, no problem, so it'll be a paper check.
[AGENT][NEUTRAL] Yeah, but they should be getting the check out, right. Um I was just gonna say the check should be going out tomorrow. Um we've got their address as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, uh-huh, OK.
[AGENT][NEUTRAL] OK, [PII], yeah, so it's we, we're done it's it's done.
[CUSTOMER][POSITIVE] Alright cool alright thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting API you have a great day.