AccountId: 011433970860
ContactId: 73d027fa-1d07-4fdf-84d8-f50cefebe1ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111889 ms
Total Talk Time (AGENT): 14231 ms
Total Talk Time (CUSTOMER): 47530 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/73d027fa-1d07-4fdf-84d8-f50cefebe1ba_20250516T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling regarding a claim.
[CUSTOMER][NEUTRAL] Um, that was submitted. I talked to, uh, PHPS that is my insurance company, and they referred me to you guys, uh, uh, concerning a claim.
[AGENT][NEUTRAL] OK, um, we're checking on a claim that has already been filed you said we're just checking on the status.
[CUSTOMER][NEUTRAL] Yes, ma'am. I, uh,
[CUSTOMER][NEUTRAL] I received a letter.
[CUSTOMER][NEGATIVE] Um, I was billed by the hospital and insurance didn't pay anything.
[CUSTOMER][NEUTRAL] Um, I had to send the itemized, I had to send the itemized bill in.
[AGENT][NEUTRAL] Oh, I see.
[CUSTOMER][NEUTRAL] And that's been 2 weeks ago.
[CUSTOMER][NEUTRAL] And I'm wondering how much am I gonna get on it and.
[AGENT][NEUTRAL] Sure. OK, yeah, I can.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can't hear you, hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am, I can't hear you.
[CUSTOMER][NEUTRAL] I can't hear you, ma'am.
[CUSTOMER][NEUTRAL] If you can hear me, call me back at [PII].