AccountId: 011433970860
ContactId: 5f32b38c-7c94-4037-8ec1-49c71685784d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 640869 ms
Total Talk Time (AGENT): 170026 ms
Total Talk Time (CUSTOMER): 128370 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/5f32b38c-7c94-4037-8ec1-49c71685784d_20250130T16:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so my name is [PII], and I have insurance through y'all and uh, I plan on having a surgery at the end of next month, and I was wondering if there's any kind of paperwork I need to fill out.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check and see what uh product you have with us. May I have the policy number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 25214
[CUSTOMER][NEUTRAL] 06
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] And what was your first name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, so thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] All right. And I need to verify your date of birth, mailing address and email address.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] The email address on file?
[CUSTOMER][NEUTRAL] 00, it's [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. All right, um, so this is a disability. Um, do you already know how long you're gonna be off?
[CUSTOMER][NEUTRAL] Yeah, it's supposed to be for 2 months, 2 to 3 months.
[CUSTOMER][NEUTRAL] I'm gonna have hip surgery.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] OK, so, um, yeah, go ahead and I don't know if you have, um, the claim form, but if you don't, you can find the claim form in our website at [PII], um, but you need the disability.
[CUSTOMER][NEUTRAL] Could you send me one?
[AGENT][NEUTRAL] Yeah, I can send it to your email. Is that OK?
[CUSTOMER][POSITIVE] Oh, that'd be great thank you so much because I wouldn't know where to go find it at.
[AGENT][NEUTRAL] New
[AGENT][NEUTRAL] Yeah, OK, um, do you mind holding for me while I send it right now while I send that email with the attachment? OK.
[CUSTOMER][NEUTRAL] Yeah, I, yeah, that, that's, that's fine, thanks.
[AGENT][POSITIVE] Alright, thank you, one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me. You wanna check and see if you got the claim form I sent to you by email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No, it hasn't come yet. OK, OK, we just got it.
[AGENT][NEUTRAL] OK, perfect. So, yes, just follow the instructions on the first page. The first page has instructions on what's needed um to complete your claim. So once we receive all the documents back and all the information is there, then we go ahead and start the process, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, do, do you have a, uh, do you have a, uh, extension number or no, just call and ask for you.
[AGENT][NEUTRAL] Yeah, we don't have extension numbers that we can give out, um, but yeah, if you have any questions, I'll go ahead and I'll take the account of the call today so anybody that answer after me can um help you with any questions you have, OK?
[CUSTOMER][POSITIVE] You're awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yeah, could you send me an ID card? I can't, I can't find mine.
[AGENT][NEUTRAL] Oh, well, this one doesn't have ID cards. It only has the policy certificate, which it has like the information of the policy, but it doesn't have an ID card.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, so, uh, how, how does that process work? Can you explain it to me since I said once I get all this information back to y'all, my surgery is on the [PII].
[AGENT][NEUTRAL] OK, let me check your benefits really quick. And um if you want to view this information, you can always register. I send you a link to that email and you can register online and you'll be able to um get all the information of the policy if you want to just save it to your computer or you can view and see if we received the claim, if we process the claim, if we have made any payments, all that information is going to be there if you want to register, you can.
[AGENT][NEUTRAL] Um, let me go ahead and pull your benefits. One moment.
[CUSTOMER][NEUTRAL] So once I have the surgery, is there a waiting period I have before I, I be able to get any money to pay my bills?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, and that's what I'm looking at right now. I'm, I'm looking for that limitation period or the elimination period. OK, so you have an elimination period of 14 days.
[CUSTOMER][NEUTRAL] So once the surgery is done, I gotta wait 14 days before I get my.
[CUSTOMER][NEUTRAL] My, uh, payment.
[AGENT][NEUTRAL] Before we start paying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so we start paying on the [PII] day.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Awesome thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, cheeseburger, please.
[AGENT][NEUTRAL] I'm sorry, I cannot do that one, but yeah, anything else on the policy?
[CUSTOMER][POSITIVE] All right. And uh thank you. Have a wonderful day, my dear. Bye-bye.
[AGENT][POSITIVE] You as well, and thank you for calling ATCL. Bye-bye.
[CUSTOMER][NEUTRAL] I