AccountId: 011433970860
ContactId: 46f12a54-0bf5-4b20-bd0d-95d76f2769b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 84019 ms
Total Talk Time (AGENT): 46488 ms
Total Talk Time (CUSTOMER): 37866 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/46f12a54-0bf5-4b20-bd0d-95d76f2769b1_20250516T12:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a question.
[CUSTOMER][NEUTRAL] Um, I'm a cancer patient and I need to do, um, like a treatment for my arm, but the place that is gonna be providing me this service, they don't accept insurance. They say that I can do by myself the claim. Is that true? If can I send myself the invoice to you and you will pay to me?
[AGENT][NEUTRAL] Yes, um, you can submit a claim to us online, um, or, or through mail, um, now what we will, uh, need, uh, I don't really know, I, I'm not gonna be able to look it up because our systems are down at the moment, but yes, you can certainly, uh, submit a claim on your behalf through our, uh, services, and, um, if you submit the claim yourself then we pay the benefit to you now if you like, uh, once our system comes up I can look up your.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, your policy, and then I can tell you how to submit that claim if you would like.
[CUSTOMER][POSITIVE] OK, so let's give it a day or two, and I will call you back then once you start then OK with you, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, OK, well thank you very much, yeah.
[CUSTOMER][NEUTRAL] I think
[AGENT][POSITIVE] Thank you for contacting us and just whenever you whenever you uh needed that information. Thanks for contacting. Hope you have a great time.
[CUSTOMER][POSITIVE] Thank, thank you.
[CUSTOMER][POSITIVE] OK. Thank