AccountId: 011433970860
ContactId: 73f2a23e-ce24-4494-9da3-c9ae3fb14e4c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262959 ms
Total Talk Time (AGENT): 123492 ms
Total Talk Time (CUSTOMER): 135632 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/73f2a23e-ce24-4494-9da3-c9ae3fb14e4c_20250408T14:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi honey. Uh, good morning. This is [PII] calling. How are you?
[AGENT][POSITIVE] I am doing well how are you?
[CUSTOMER][POSITIVE] I'm great thank you um I'm calling to find out about my claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you, uh huh.
[CUSTOMER][NEUTRAL] I don't know, uh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, um, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEGATIVE] Yes, [PII]. As you know, I'm in the car driving, yes, and the, the call can be dropping. I have been trying to call you guys. I have been trying to call you guys like since yesterday, but for some reason it's not the computer keeps sending me the same message over and over and over. I don't know why.
[AGENT][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] Oh, I'm not sure. I know we've been a bit busy this morning. Um, [PII], do you have your policy number? I know you said you're driving.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The, um, hold on, let's see.
[AGENT][NEUTRAL] If it's easier I can start using your social as well.
[CUSTOMER][NEUTRAL] No, I think I have my policy number here on the paper that I have. Uh, policy number is 025.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 13502
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick, um, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you. uh, let's look at the Hotmail account.
[CUSTOMER][NEUTRAL] Uh, yes, it's uh my name and my last name, [PII].
[AGENT][POSITIVE] Got it thank you so much for verifying that information. OK, so I am showing that we received some claim information [PII], and we did receive it and it is currently in line for processing. They can take about 7 to 10 business days for that to complete. It may not take quite that long but that's probably going to be a safe, um, area 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine, that's fine. So everything went smooth, right? I don't have to.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Sure, I do see that we've received that information. I can't see the information just yet as it is still being processed, um, but I do see that we have it, so I would say um maybe about next week, let's see what the [PII] was today is Tuesday.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I mean if you wanted to give us a call back um any time you're more than welcome to of course but I would say no later than next week we should have that process.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEGATIVE] Yeah, because the, the hospital keeps like, you're calling me, sending mails, and you know how they are. It's like, looks like it's the end of the world, you know? It's
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, they can be very difficult to work with sometimes.
[CUSTOMER][NEGATIVE] Mhm and I don't understand because you know I'm new with you guys and um I don't understand why you guys did not pay the hospital and let me do this uh claim so they say that they send the bill to you guys but you guys never pay. I was like, and then I call you guys and you said we never got anything. I was like oh my gosh.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yeah, and then you're stuck in the middle. I'm so sorry. I know it can be very difficult and confusing sometimes, but hopefully this is gonna be all the information that we need uh but we'll definitely be able to let you know that here in just a little bit when it's done processing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] All right, thank you so very much.
[AGENT][NEUTRAL] Alright, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, 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.