AccountId: 011433970860
ContactId: 7feae9c5-cbaf-4eb4-b9b3-ac9339068ec5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169479 ms
Total Talk Time (AGENT): 53117 ms
Total Talk Time (CUSTOMER): 59428 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/7feae9c5-cbaf-4eb4-b9b3-ac9339068ec5_20250515T19:09_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for [PII].
[CUSTOMER][NEUTRAL] His policy number is 02449504.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. May I have uh your callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, may I have his date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's gonna be one minute. I just need to verify the third party authorization, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And how may I assist you today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh, he received a letter saying his claim form was incomplete because of the physician statement, but the physician is, um, he's been out of the office a lot and, and we sent him the gave him the paper and they misplaced it. So today we bought him another paper. So I need to know is there a deadline for him to have his paper submitted?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, there's no deadline. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so the end of the end of next week will be fine just in case.
[AGENT][NEUTRAL] Mhm. Yes, it's just the longer you take to send it in the longer it takes to get paid or to get processed, but um but there's no deadline, there's no timely filing limits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, thank you, ma'am.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Alright, well thank you for calling ATL. You have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] OK, so what you say?