AccountId: 011433970860
ContactId: 6169314c-ddbf-4918-a4e2-7449067520d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273209 ms
Total Talk Time (AGENT): 147972 ms
Total Talk Time (CUSTOMER): 73886 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/6169314c-ddbf-4918-a4e2-7449067520d9_20250108T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I was calling to get information on my claim.
[AGENT][POSITIVE] OK, yeah, I can check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEGATIVE] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, [PII], uh, really quick, if you don't mind, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK, thank you do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 244-622-2.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying that information. Alright, um, now was this claim for you [PII] or was this for, uh, [PII]?
[CUSTOMER][NEUTRAL] For myself.
[AGENT][POSITIVE] It was OK.
[AGENT][NEUTRAL] All right, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I do see one that we've received, uh, [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, looks like that just finished processing yesterday. We did pay a benefit of $200. If you give me one moment, I'll take a look at the notes here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so for the notes it states this payment represents the maximum payable amount under this benefit for this date of service so that was simply the maximum we could pay um did you have a direct deposit set up?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK awesome yes so as that had just finished processing yesterday, um, I would of course keep an eye on your uh bank account depending on the bank. I would say it could take 2 to 3 business days generally um but it really does depend on your bank, so I would just keep an eye on that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, another question I have cause I've been working with Mr. [PII]. And now did he, did he um process my other claim? Cause I had went to emergency room last month. I didn't, I didn't see that one.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Oh, let me take a look at that. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I do have a few here. Let's see.
[AGENT][NEUTRAL] OK, so this one from the [PII] um.
[AGENT][NEUTRAL] Those are for dates of service [PII] and [PII].
[CUSTOMER][NEUTRAL] No, that's a different claim. That's yeah.
[AGENT][NEUTRAL] Let me see, OK, got you. That's, yeah, that's the one that we paid. OK, so I do see the next one or the previous one before that was submitted [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh OK that looks like that might have just been the same one we were just missing information.
[AGENT][NEUTRAL] Those are the same dates. That's [PII] and [PII]. Bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you did say that was filed last month?
[CUSTOMER][NEUTRAL] Yeah, because I said to Mr. [PII], you know, he works with uh APL and he's been handling things for me and I told him about my other claims, but I didn't see what it has been processed.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK, so the only ones that I see for last month, [PII], are, um, the ones for that that date of service, the [PII] and then the [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So I don't show that we received anything additional but last one we received prior to that was [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that might need to be resubmitted.
[CUSTOMER][NEUTRAL] OK, no, this
[CUSTOMER][NEUTRAL] OK, I'm have to um call him then. OK then.
[AGENT][NEUTRAL] OK, did you have any other questions for me? Yeah, of course.
[CUSTOMER][POSITIVE] Yes, ma'am. All right, thank you.
[CUSTOMER][NEUTRAL] No, ma'am, that'd be all. mhm.
[AGENT][POSITIVE] Alright, well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.