AccountId: 011433970860
ContactId: 5293ec13-0e4a-481e-a8a2-f609d6ee5d0c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1017070 ms
Total Talk Time (AGENT): 276457 ms
Total Talk Time (CUSTOMER): 424850 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/5293ec13-0e4a-481e-a8a2-f609d6ee5d0c_20250225T17:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII].
[CUSTOMER][NEUTRAL] And I was calling, I had put in two claims, and I know one's on its way. I'm not sure about the other one because I'm looking at it right now, and it doesn't seem to, to seem like it's processed, but I was wanting to check on it. I've got the claim number and I've got my policy number.
[AGENT][NEUTRAL] OK, I can verify that for you, Ms. [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 84272.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've got the claim number also.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, and what's that claim number?
[CUSTOMER][NEUTRAL] 3567435
[AGENT][POSITIVE] OK, thank you. And Ms. [PII].
[CUSTOMER][NEUTRAL] And, and it should be for my spouse, [PII].
[AGENT][NEUTRAL] For your spouse for part two. OK. And verify your date of birth, mail address, and email address for me, please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. My name is [PII]. My date of birth is [PII]. My mailing address is [PII].
[AGENT][NEUTRAL] OK, and a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I filled it out online and I don't know, maybe I've forgot to put what he had done.
[CUSTOMER][NEUTRAL] I started to thinking about I since since there wasn't, cause I put both claims in the same day.
[AGENT][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] Which was on the [PII] and the [PII].
[CUSTOMER][NEUTRAL] Or I guess, no, I guess the, I guess the date you received it was uh
[CUSTOMER][NEUTRAL] [PII] and the [PII].
[AGENT][NEUTRAL] OK. Um, it says we received your wellness claim form, however, the claim form is not complete in its entirety.
[AGENT][NEUTRAL] And let me
[CUSTOMER][NEUTRAL] Is that on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Just make sure that I put in there. It was a PSAT test he had. I'm not sure I even, cause I had to do it over. I, I thought it once and I had to do it over cause I didn't do something right, so.
[CUSTOMER][NEUTRAL] The 2nd time a man I've done something not either.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean one
[CUSTOMER][NEUTRAL] And I can tell you the date and everything.
[AGENT][NEUTRAL] Give me one moment to look and see what's going on. Give me one moment, please.
[CUSTOMER][NEUTRAL] OK, yeah, I sure will.
[AGENT][NEUTRAL] Well, if they let me pull up the claim. Give me one moment. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It looks like uh the data service on here that was put was 81646.
[CUSTOMER][NEUTRAL] That's his birthday.
[AGENT][NEUTRAL] Yes, ma'am, but it wasn't the date of service that he had the PSA. So, um, you can, I don't, well, you said on online service center, you can um redo that claim, so they can process it.
[CUSTOMER][NEUTRAL] So what I did is I didn't put down what he had, what he had done, did I?
[AGENT][NEUTRAL] No, ma'am, you put it for the date of service, his birthday of [PII].
[CUSTOMER][NEUTRAL] Oh, OK. So I just need to refile the claim, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] So just ignore this and just go back in and refile.
[AGENT][NEUTRAL] Yes, ma'am, and it looks like your claim was processed today and so that one was paid, so a check will be mailed out today, or I'm sorry, uh, today in the amount of $75.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just
[CUSTOMER][NEUTRAL] OK, so I just need to go back in and refile his claim.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I can't do it online, can I? To y'all?
[AGENT][NEUTRAL] You can. Yes, ma'am. Uh.
[CUSTOMER][NEUTRAL] And that would probably, that would probably be better if I could because
[CUSTOMER][POSITIVE] That way I know I got it right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, but yes, ma'am. If you go on to the online service center, um, once you set a log on and it's like follow a wellness claim and just follow the prompts from there and you should be able to file a claim form.
[CUSTOMER][NEUTRAL] OK. So I can go back in and I don't have, I just go in and just update what I did like, and I do it for my spouse and stuff like that.
[AGENT][NEUTRAL] Uh, you would do it as a new claim, since the claim has already been processed, you won't be able to um amend it, so you just have to do it as a new claim.
[CUSTOMER][NEUTRAL] Oh, OK. So I'll just ignore the one I've got now and then they'll send me out a new process number and all that.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK. So I just need to go back to claims, uh, claim. I don't want to go to claim for, uh, well, maybe that is, let me look and see.
[CUSTOMER][NEUTRAL] I haven't done this, but just a few times.
[AGENT][NEUTRAL] Uh, give me half a moment and go to that screen so I can.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Amount to claim status, claims and forms.
[AGENT][NEUTRAL] Uh, one.
[CUSTOMER][NEUTRAL] I don't know, I haven't found out, so.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] I wonder if I have to sign back in.
[CUSTOMER][NEUTRAL] I may have to.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Says it's loading.
[CUSTOMER][NEUTRAL] OK, it just brought me back to where I was at. So maybe I just need to log out and try over. Let me try. Can I do that? Would you be patient with me for a moment?
[AGENT][POSITIVE] Yes, I'll be patient with you, of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now I have to log back in OK? I'm logged out and I'm logging back in.
[CUSTOMER][NEGATIVE] OK, and I don't know, I don't want to have it. No thanks, I don't want it.
[CUSTOMER][NEUTRAL] A check, OK. Bill of wellness claim, that's what I needed it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's loading right now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who are you filing a claim for? Now, let me get that up there.
[CUSTOMER][NEUTRAL] I'll let you just kinda, and I'm putting [PII].
[CUSTOMER][NEUTRAL] OK, and then can hit continue.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] What day was services performed. That's when I put his birthday, wasn't it?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] I may have put my exam. I have done my birth birthday too.
[AGENT][NEUTRAL] Oh, they would have caught it.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did too that day so you know it's just kinda, I need to put his OK uh oh I got to go back.
[CUSTOMER][NEUTRAL] OK, now then.
[CUSTOMER][NEUTRAL] 202.
[CUSTOMER][NEGATIVE] No, I don't need to have an o in there. I don't wanna put that O in there.
[CUSTOMER][NEGATIVE] I'm not real good about this.
[CUSTOMER][NEUTRAL] 20.
[CUSTOMER][NEUTRAL] OK, I've done that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Tell us the name of the facility or your doctor, right?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] Do I have to capitalize anything?
[AGENT][NEUTRAL] No, I don't believe so. I don't think it's case sensitive.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. [PII] Maa.
[CUSTOMER][NEUTRAL] What is the contact number for this provider?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me, um
[CUSTOMER][NEUTRAL] Hey, babes. [PII].
[CUSTOMER][NEUTRAL] Come give me the number of Charles [PII]'s number. I got to refile your claim, and I got somebody in here. I got, ma'am, are you still there?
[AGENT][NEUTRAL] Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] OK, I heard something click, so.
[AGENT][NEUTRAL] Oh, I don't know what
[CUSTOMER][NEUTRAL] It may have just been something in the Bobby. I got someone on the phone. I think [PII] but let me look here.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] But I don't need to put the zip code or, I mean, the area code do I or do I?
[AGENT][NEUTRAL] I would say to put the area code. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] It'd be our area code. I mean, not area code. Yeah, area code for the phone number [PII]. Is that it?
[CUSTOMER][NEGATIVE] Sure that's not top.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now then select the screen that he had done.
[CUSTOMER][NEUTRAL] Oh
[AGENT][POSITIVE] If you don't mind me asking, how long y'all been married because y'all sound so cute.
[AGENT][NEUTRAL] we all talk to each other.
[CUSTOMER][NEUTRAL] We've been married, actually, we'll be married 60 years in May.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] That is awesome.
[CUSTOMER][NEUTRAL] So quite a while.
[CUSTOMER][NEUTRAL] OK, now then I need to hit continue.
[CUSTOMER][NEUTRAL] I think I've done it all right now then.
[CUSTOMER][NEUTRAL] Uh, I want to get paid faster.
[AGENT][NEUTRAL] Yeah, they do have it to where you can enter direct deposit information like the routing number and the checking number and uh or checking account number and you can receive a direct deposit as as opposed to a physical check.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Well, if I don't want to, what I do just hit continue.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I've got [PII], [PII], [PII]. The telephone number is [PII]. And the test was a PSA.
[CUSTOMER][NEUTRAL] And then I have to hit, I acknowledge I have read.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] And when it said date of service, I put his birthday.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They probably figured, hey, that's a long time ago.
[AGENT][NEUTRAL] Yeah, the policy hasn't been that long.
[CUSTOMER][NEGATIVE] Didn't even have, didn't, I didn't even have a policy then.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And now that I got to write my name, right? OK, here we go.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEGATIVE] This is hard.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. I'm gonna try this.
[CUSTOMER][NEGATIVE] It might not be very pretty.
[AGENT][NEUTRAL] No, it, it's fine.
[CUSTOMER][NEUTRAL] You know, it takes a little while to write this name with this cursor.
[AGENT][NEGATIVE] I know, like if you go to the bank or something, they ask you to use your fingers, it's like it's not gonna work. It's gonna look like my signature, but I'll try.
[CUSTOMER][NEUTRAL] That's what I'm doing here.
[CUSTOMER][NEUTRAL] Well, I'm kind of set now. I just hit, hit, hit save, right.
[AGENT][NEUTRAL] Say again?
[CUSTOMER][POSITIVE] Yes right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then I hit file my claim, right?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Submit data. Please wait. Let me explain. You can see it on the end when I do it, can't you?
[AGENT][NEUTRAL] Um, it takes a while for it to show, but let me see if it shows.
[CUSTOMER][NEUTRAL] Well, mine
[CUSTOMER][NEUTRAL] It's still submitting the data. Please wait. We miss claim it's going those little.
[CUSTOMER][NEUTRAL] OK, I don't wanna add another claim, so I just hit close, right?
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] You should receive a confirmation number.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] I'll probably receive that on my phone, wouldn't I?
[AGENT][NEUTRAL] Yeah, you should, may, you may receive a text that is received, uh, they have it to where you can receive a text when a claim is received and when it's been processed.
[CUSTOMER][NEUTRAL] Well, it shows right here, uh, uploaded. It's got a confirmation number, service from the first name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] My claim number but it didn't have the date received.
[AGENT][NEUTRAL] OK. So it just,
[CUSTOMER][NEUTRAL] You don't have the claim number.
[AGENT][NEUTRAL] Yeah, it won't um have a claim number till after it's been processed, but what's that uh confirmation number, Miss uh
[CUSTOMER][NEUTRAL] OSC 94113
[AGENT][NEUTRAL] OK, let me refresh.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Cause I see the one
[CUSTOMER][NEUTRAL] You know I don't have the date received which would be the date date.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Which is what? [PII] and
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEGATIVE] Just simply because I follow a claim wrongs reason he didn't get his uh wellness check.
[AGENT][NEUTRAL] Yes, ma'am. Well, since you put his date of birth, or yeah, you put his date of birth as a service date.
[CUSTOMER][NEUTRAL] And I don't know why I did that, you know, just, I guess when you put their name and you usually have to put a date of birth, so.
[AGENT][NEUTRAL] Yeah, just probably a habit cause.
[CUSTOMER][NEUTRAL] I must have done that.
[AGENT][POSITIVE] You're right, yes, ma'am.
[CUSTOMER][NEUTRAL] So, but it doesn't have.
[AGENT][NEUTRAL] OK. It hasn't it hasn't shown up yet.
[CUSTOMER][NEGATIVE] And it doesn't even show the service from [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] I thought that would come up there.
[AGENT][NEUTRAL] It it hasn't showed up in our system yet. It usually takes a while, uh, so you probably get a text message later on today that it's been received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, she got that confirmation number, that's good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I wrote it down on a sheet of paper. And anyway, I can pull this back up and look at it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Well, I appreciate it so much and you have a blessed and wonderful rest of the week.
[AGENT][POSITIVE] You too, and I thank you so much, Ms. [PII].
[CUSTOMER][POSITIVE] Well, I thank you too. Have a blessed day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] You too. Uh-huh, and thank you for your service.
[AGENT][POSITIVE] Thank you, ma'am. Bye.
[CUSTOMER][POSITIVE] Thank you, ma'am. Yes ma'am. Bye bye.