AccountId: 011433970860
ContactId: 63a073cd-0872-48e5-b284-b0eef78cdffa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234500 ms
Total Talk Time (AGENT): 83372 ms
Total Talk Time (CUSTOMER): 45052 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/2025/01/21/63a073cd-0872-48e5-b284-b0eef78cdffa_20250121T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good afternoon.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Hi, how can I help today?
[CUSTOMER][NEUTRAL] I was just trying to see um when um I was supposed to get my deposit if I was getting deposit if I was getting a check on my claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. Do you have a policy number I can pull up?
[CUSTOMER][NEUTRAL] Yes, one second. It's gonna be 0022.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 09419
[AGENT][NEUTRAL] All right, thank you for that. Give me one moment, let me pull this up here.
[AGENT][NEUTRAL] May I have your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII] and I need to please verify your address on file and email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, so let me look at your claims here. One moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The way come up you're pushing it.
[AGENT][POSITIVE] I'm just waiting for the claim information to load. I appreciate your patience.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so in looking at the claim, it looks like the recent one I see was reported in January on the [PII].
[AGENT][NEGATIVE] Um, it looks like it was denied saying that the the claim form was incomplete. Um, it was missing the physician's portion of the form.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][NEUTRAL] A physician for.
[AGENT][NEUTRAL] Yeah, so the physician that's treating you for uh the short-term disability, they have to fill out um the uh continuing like the details and like all that portion needs to be filled out and it looks like it wasn't. So as long as you can submit that still, and then we can reprocess the claim.
[CUSTOMER][POSITIVE] OK, I'll get on that. Thank you.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] OK.