AccountId: 011433970860
ContactId: 55eed7f6-c9d4-4cd3-a5ef-41b7dd16ea91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190429 ms
Total Talk Time (AGENT): 73325 ms
Total Talk Time (CUSTOMER): 70330 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/55eed7f6-c9d4-4cd3-a5ef-41b7dd16ea91_20250220T14:33_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? This is [PII].
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a member on the line that she submitted some claims to her hospital in [PII] and um somebody DMO to them. I didn't say that to her, but I, I said I was gonna check and see what happened. But um, yeah, they're OK, that's 218-447-3.
[AGENT][NEUTRAL] OK. What's the policy number?
[AGENT][NEUTRAL] OK. On the Javananda Lear [PII]? OK.
[CUSTOMER][NEUTRAL] Mhm. Yeah, Ms. [PII]. Mhm.
[AGENT][NEUTRAL] Hm, let's see here.
[CUSTOMER][NEUTRAL] Yeah, I know. I said, oh, what happened?
[CUSTOMER][NEGATIVE] I opened one and the one that I opened says that it's cancer.
[AGENT][NEUTRAL] Uh, it looks like [PII] [PII] did this. It says see claim 356-4672. Let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, look like she put on her what claims to refer to, let me see, is this under this policy or different policy? Let me see.
[CUSTOMER][NEUTRAL] Yeah, she said she sent some to the cancer and she sent some to the um critical illness, but she did send some to the [PII] because there were some surgeries and um she has that surgery benefit, so that's why she sent it here.
[AGENT][NEUTRAL] Yeah, looks like [PII] sent them all to the cancer policy. Let me look at these documents here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] We pull some up and see if I can look at them.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I have to get with [PII] about it to let her know that she did intend to have these processed under her hospital indemnity.
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Yeah, and have her review them and let her know that the insured they intend to have these processed cause [PII] processed these and DM them and send them all under the cancer policy. So I will get with [PII] and let her know.
[CUSTOMER][NEUTRAL] OK, um, do I transfer the call or I just go ahead and route that information?
[AGENT][NEUTRAL] Yeah, just let her know that we'll, we'll we'll review it and um have them reprocessed under the hospital indemnity.
[CUSTOMER][POSITIVE] OK, I'll go ahead and let her know that um we're just, we're working on it. That's, that's all I'm gonna say. OK. All right. OK, thank you. Have a good day, Ms. [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, you know, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][POSITIVE] Thank you bye bye.