AccountId: 011433970860
ContactId: 4ecdf8f4-186b-4312-be2b-124b60456cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 506679 ms
Total Talk Time (AGENT): 98348 ms
Total Talk Time (CUSTOMER): 177140 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/4ecdf8f4-186b-4312-be2b-124b60456cc6_20250409T21:06_UTC.wav
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[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I work for Mueller Animal Hospital, and I just had a surgical procedure, and I need for you to mail me um the gap forms, so the co-pay that I had to give in the hospital before being um hospitalized, I could give them to them so they could fill the code and I could get reimbursement.
[AGENT][NEUTRAL] OK, yes. Let's see.
[AGENT][NEUTRAL] Do you have your policy number handy?
[CUSTOMER][NEUTRAL] No, I don't.
[AGENT][NEUTRAL] You don't
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I could give you the name of the hospital that I worked for.
[CUSTOMER][NEUTRAL] I could give you my social.
[AGENT][NEUTRAL] Uh, let's try your social.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] They give me all my now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Wait, wait to go home because you cannot be.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] That's.
[AGENT][NEUTRAL] Let's see, let's try your first and your last name. You said your first name was [PII]?
[CUSTOMER][NEUTRAL] Yes, last name [PII], [PII]
[CUSTOMER][NEUTRAL] So how you doing?
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because of the.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] I, OK.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then your last name, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Oh yes, OK.
[CUSTOMER][NEUTRAL] So much.
[AGENT][NEUTRAL] OK. It looks like I found you.
[AGENT][NEUTRAL] And then what state do you live in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I just need to verify a couple pieces of information. [PII], what is your date of birth?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then the address we have on file and the email?
[CUSTOMER][NEUTRAL] The email is [PII] and then you have [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then you said you just need a claim form from us?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, well, several because now I, I paid 3000 to go into the hospital, but now they're gonna start billing me for the difference, so anything that I pay, I could send it to you guys so I could get reimbursement.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Let me look at the claim forms really quick and let you know which ones do you need.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm calling to get forms for my NIA.
[CUSTOMER][POSITIVE] Get funds for my gap insurance, because those $3000 the gap will reimburse me, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, no, she's fine with me.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is that.
[AGENT][NEUTRAL] Sorry, just one moment. I'm trying to filter through these to see which one you need.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Gray to come.
[CUSTOMER][NEUTRAL] Come on. Come.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you happen to have a printer at home?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, so if you would like, I can send this claim form to your email or you could go on to [PII].
[CUSTOMER][NEUTRAL] No, send it to my email because I'm just in the process of recovering from surgery, and I'm not, so if you could just send it to my email, that makes it easier for me, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, and it was the one that we have on file.
[AGENT][NEUTRAL] Right, the one I verified.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am. Mhm. OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can do that for you. Is there anything else you needed today?
[CUSTOMER][POSITIVE] I appreciate
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's it. Thank you, hon. OK. Bye-bye.
[AGENT][POSITIVE] Yeah, of course. Have a good day. Thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.