AccountId: 011433970860
ContactId: 6d3ef480-c1e0-4bdb-bd48-be75d98abc10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330940 ms
Total Talk Time (AGENT): 141427 ms
Total Talk Time (CUSTOMER): 112945 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6d3ef480-c1e0-4bdb-bd48-be75d98abc10_20250318T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I called a while ago about my claim.
[CUSTOMER][NEGATIVE] And uh I was told that y'all haven't received my
[CUSTOMER][NEUTRAL] Uh, UBO4 detailed medical billing statement.
[CUSTOMER][NEUTRAL] But uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got I got confirmation that it was sent to y'all. I have the confirmation number.
[AGENT][POSITIVE] OK sir um can I get your name and your policy number and we can help with your client.
[CUSTOMER][NEUTRAL] I don't have my policy number, but, uh,
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Social security number is [PII].
[AGENT][NEUTRAL] OK, let me look you up real quick.
[AGENT][NEUTRAL] Thank you, sir. And um, can you please verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number, and email address?
[CUSTOMER][NEUTRAL] Address is [PII].
[CUSTOMER][NEUTRAL] They might have my work address which is [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] My date of birth is [PII]. Phone number is [PII].
[CUSTOMER][NEUTRAL] My Gmail is [PII].
[AGENT][POSITIVE] OK, thank you, sir.
[AGENT][NEUTRAL] Let me look and see um do you, do you know uh which policy she sent in for?
[AGENT][NEUTRAL] Your claim
[CUSTOMER][NEUTRAL] Yeah, it's for a group, yeah, group critical illness.
[CUSTOMER][NEUTRAL] And Greek Hospital indemnity.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, I am showing that on the group hospital indemnity plan.
[AGENT][NEUTRAL] We just received.
[AGENT][NEUTRAL] Information sent in today.
[AGENT][NEUTRAL] With confirmation number.
[AGENT][NEUTRAL] Uh, the confirmation number is 91 I'm 5129.
[AGENT][NEUTRAL] Is that the confirmation number you have?
[CUSTOMER][NEUTRAL] No, I have
[CUSTOMER][NEUTRAL] Um, OCSC 95129 from [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] That's today.
[AGENT][NEUTRAL] So I do show the same confirmation you have and we have received something as of today.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's, it's in progress we just received it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, because I gave it to him.
[CUSTOMER][NEUTRAL] Our liaison to y'all through our company. I gave it to her like 2 weeks ago.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh wow yeah it just got reported uh today in fact I'm the one that helped you earlier when you called and we went through January and February's claims but yeah since you and I were on the phone together we have received something.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, well, as soon as I.
[CUSTOMER][NEUTRAL] Yeah, because, uh, right after I hung up with you, I called her.
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] Cause I, I gave it to her like 2 or 3 weeks ago.
[AGENT][NEUTRAL] Oh my. Well, she has sent it in and we have it now. We do have it.
[CUSTOMER][NEUTRAL] OK. I just wanna make sure, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] And once we receive the information, it takes 7 to 10 business days to process the claim. So if you wanted to check back um in 7 to 10 business days.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And check and see what the status is we'll be more than happy to give that to you over the phone.
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] It's no problem at all, [PII]. Is there anything else I can help you with, sir, before we go?
[CUSTOMER][NEGATIVE] No, that's it. I just wanna make sure y'all have everything y'all need and it's been a hassle for me. I've been fighting through this since December.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] Oh my goodness, that's a long time, yes sir. Well, I'm glad that that the information was sent in for you today, um, and like I said check back in about 10 business days and we can definitely give you the status of the claim, OK?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. You take care, sir, and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright thank you