AccountId: 011433970860
ContactId: 79993be3-2f2b-4280-aeaf-ab9860ffb183
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288700 ms
Total Talk Time (AGENT): 156172 ms
Total Talk Time (CUSTOMER): 69047 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/79993be3-2f2b-4280-aeaf-ab9860ffb183_20250227T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, I wanted to check on the status of my claim. I, I submitted it and got um something saying that it was gonna be verified or something like that, but I haven't heard anything else.
[AGENT][NEUTRAL] OK, sure I can check on that claim. Uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you said [PII]?
[CUSTOMER][NEUTRAL] Uh huh, and my last name's right.
[AGENT][POSITIVE] OK, can I get a good call back number for you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Possibly let me see.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] it on here.
[CUSTOMER][NEUTRAL] I don't, no, I don't, I don't have it.
[AGENT][NEUTRAL] That's OK. uh, I can start using your social.
[CUSTOMER][NEUTRAL] OK, it's uh [PII] I mean [PII].
[CUSTOMER][NEUTRAL] Um, what is social [PII], uh.
[CUSTOMER][NEUTRAL] No, it's 408-635-952. Sorry, there's too many numbers in my head.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right. Give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I do believe I found you. Looks like you had a couple of policies with us, [PII]. Was this for the uh cancer or the hospital indemnity?
[CUSTOMER][NEUTRAL] The hospital indemnity.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, and just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Uh, the [PII].
[AGENT][POSITIVE] Perfect. Thank you for verifying that. OK, so I see.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Let's see, looks like the last time we received was [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Yeah, I sent in 2 at the same time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me just a moment. OK. So I see one for.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then for that one, we're missing some information. It is stating that we need the itemized statements that show uh the proceed or excuse me, the uh diagnosis codes.
[AGENT][NEUTRAL] And you can get that from the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this other one, let's see, from Saint Saint Francis Hospital, um, we did pay a benefit of $2700.
[AGENT][NEUTRAL] And that was sent as a check. Give me just a moment and I will check on that for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I am showing that check was issued [PII] and of course it has not yet cleared, so I will go ahead and get this voided and reissued to you, um, unless you would like to set up direct deposit, um, and then we can void it and have it direct deposited absolutely so um let's see, do you have you set up an account on our online before?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, can you do that?
[CUSTOMER][NEUTRAL] Um, so my employer switched to a different accident thing, so when I tried to set my it wouldn't let me.
[AGENT][NEUTRAL] Oh, I see. Sure.
[AGENT][NEUTRAL] Right, OK, so what I can do then is I can email you a form to fill out that direct deposit information and you could just fill that out and email it right back to us um once we've received that, give us a call back um because if I void this and reissue it now it's going to send another check um so once we have that direct deposit set up then of course you'll just get that payment sent directly to your account.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, uh, let me see, I have.
[AGENT][NEUTRAL] [PII]. Um, is that where you'd like me to email the form?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK. All righty. I will go ahead and get that sent to you now. Um, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Uh,