AccountId: 011433970860
ContactId: 416fe72c-2289-47a2-9875-b27e32ad6d76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269700 ms
Total Talk Time (AGENT): 148749 ms
Total Talk Time (CUSTOMER): 79151 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/416fe72c-2289-47a2-9875-b27e32ad6d76_20250429T15:26_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I am calling on claim number 3,589,640 for [PII]
[CUSTOMER][NEUTRAL] Policy 2,138,760.
[AGENT][NEUTRAL] OK. And is this your policy that we're looking at?
[CUSTOMER][NEUTRAL] No, ma'am. I'm the employer.
[CUSTOMER][NEUTRAL] And um just following up on a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, if I could just verify your name and uh a phone number, and I just need [PII]'s date of birth, please.
[CUSTOMER][NEUTRAL] Um, my name is [PII] at Total Orthopedic Care.
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] And just your phone number, please, and, and [PII]'s date of birth.
[CUSTOMER][NEUTRAL] My phone is [PII].
[CUSTOMER][NEUTRAL] [PII]. And I don't have her date of birth yet. One moment. Maybe it says it here. Hold on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, great, thank you. So what I'm doing is I uh it looks like one of our auditors uh processed this claim, um.
[AGENT][NEUTRAL] And so, uh,
[AGENT][NEUTRAL] What they're looking for is the diagnosis code, uh, so that they can finish um uh comp uh completing the, the claim and, and get that taken care of. Now, um, we, uh, it looks like we have um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, contacted uh [PII].
[AGENT][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Yeah, it's me.
[AGENT][NEUTRAL] Uh yeah, OK, and so uh that once that information is uploaded in our um online service center or or sent to us, uh, then, um.
[AGENT][NEUTRAL] We will be able to, to uh processes, but that's what we're looking for right now. It's just that diagnosis code, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. On [PII], I did send a form that had diagnosis codes on it.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And it, it shows received on your website.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, indeed, we did, we did do that. Now, let's see, I think that's probably with the auditor just let me check here.
[AGENT][POSITIVE] That's right
[AGENT][NEUTRAL] So it looks like it's been received and uh.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Right, sure, it's probably with them right now.
[AGENT][NEUTRAL] OK, yes, yeah, she's got that. So what they're gonna, what she's gonna do that is one of our auditors and what she, she does have that among the the claims that she's, that she has, uh, so what we're doing right now is that we, we do work them as we receive them. It looks like she does have that information so we should be able to uh to finish processing that claim, um.
[AGENT][NEUTRAL] You, you should be hearing from us in the in the in the next 3 to 6 business days, but that's they did work these claims as we receive them, uh, and that's why, uh, it hasn't been done yet. But yes, it does look like we have that. It is with the auditor who is going to going to complete the claim and so then we it looks like we should be able to do that.
[CUSTOMER][NEUTRAL] Soon.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is, is there a number, is there a number where I can call her directly?
[AGENT][NEUTRAL] Uh, no, ma'am. I'm I'm sorry, there isn't, um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] But the the thing that she, she would tell you this, the same thing is that we, we work these as we receive them. Um, it is with her. She is going to, it is going to be worked, it will be done. Um, it's just that, uh, you know, that they, they get them as they as they receive them and so uh you should be hearing from us uh in the next, in the next couple of business days. But we do have, yes, absolutely, yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Soon
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, very good then.
[AGENT][NEUTRAL] Now, is there, is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No, not today. Thank you very much for
[AGENT][NEUTRAL] OK. Thank you for contacting AP I have a