AccountId: 011433970860
ContactId: 4579017a-f3b9-4fa7-896e-f031ee7cce1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121430 ms
Total Talk Time (AGENT): 58842 ms
Total Talk Time (CUSTOMER): 45199 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4579017a-f3b9-4fa7-896e-f031ee7cce1c_20250106T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, um, I filed my claim and it said I'm not getting um.
[CUSTOMER][NEUTRAL] Uh, payment this month and I just was wondering if you could tell me why.
[AGENT][NEUTRAL] Sure, I can take a look at that. Can I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and what's your policy number?
[CUSTOMER][NEUTRAL] 242-763-1
[AGENT][NEUTRAL] OK, and verify your address and date of birth.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] All right, thanks [PII] and you're calling uh in regards to your most recent claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, bear with me just a moment, take a look at that and verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So I show the most recent claim process, uh, actually on today, it states that we are missing the physician's portion of the claim form.
[CUSTOMER][NEUTRAL] Oh, OK. I didn't know that I needed that. Um, I can have her fill that out.
[AGENT][NEUTRAL] Yeah, absolutely. So once we receive that, it'll go in line to be um processed and reviewed but yeah, it wasn't denied, we're just requesting that additional information.
[CUSTOMER][POSITIVE] Yeah, that's totally fine. I will send that over to my doctor right now and get that filled out.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, good deal. Well, is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] OK, well thank you for calling APL have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thanks bye bye.