AccountId: 011433970860
ContactId: 80ebdf94-c8f9-4499-9282-64e8706f8f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385600 ms
Total Talk Time (AGENT): 104298 ms
Total Talk Time (CUSTOMER): 144132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/80ebdf94-c8f9-4499-9282-64e8706f8f03_20250121T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello, I was calling to, I had spoke with someone. I was trying to get back to her because she was helping me, uh, file my claim.
[AGENT][NEUTRAL] OK. Well, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. A good call back number would be [PII].
[AGENT][NEUTRAL] OK. And could I get your policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 2552435.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Mailing address is [PII].
[AGENT][NEUTRAL] OK. And please verify your email address.
[CUSTOMER][NEUTRAL] Um, my email address is [PII].
[AGENT][NEUTRAL] OK, thank you. And one moment, please.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And do you know the name of the person that you were speaking with?
[CUSTOMER][NEUTRAL] Yes, her name is [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm showing that [PII] is on another call at this time. Um, is there something that I can assist you with? You said that she was assisting you with um filing your claim?
[CUSTOMER][NEUTRAL] Um, yes, because, um.
[CUSTOMER][NEUTRAL] It wasn't let me file online. She helped me get it through, um.
[AGENT][NEUTRAL] OK. So are you
[CUSTOMER][NEUTRAL] Oh, she asked me to help me stop.
[AGENT][NEUTRAL] So are you resubmitting your claim with the requested information, which is your diagnosis code?
[CUSTOMER][NEUTRAL] Um, no, this is for a new claim, um.
[CUSTOMER][NEUTRAL] From the data service of [PII] for um someone on my um insurance uh my spouse on my insurance and um basically she helped me on because online is not working online for whatever reason to, to push through to file a claim to submit so I even tried on a PC um.
[CUSTOMER][NEUTRAL] I've tried multiple, multiple ways, um, but she had helped me do it and, um, she told me, um, to reach back out to her. I mean, that baby was last week, uh, the week before, but I was trying to get back to her. Is there any way I mean you can transfer me there and, and then I can wait until she get off, um.
[CUSTOMER][NEUTRAL] Or get done with the call, or?
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Or can I call back?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, cause it's actually showing now that she's out of the office today. So could you try to give her a call back tomorrow?
[CUSTOMER][NEUTRAL] OK, do you know if she's on vacation because I called Friday and someone said the same thing that she was out of the office and then Thursday they said the same thing as well. So do you know if she's on vacation or?
[AGENT][NEUTRAL] Mm let's see if it's giving me a message cause it's just showing that she's out of the office.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. No, that's not specifically saying that um
[AGENT][NEUTRAL] She's on vacation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you filing the claim online? Did you go, did she give you the
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. So, yeah, just, just go online and you set your policy up online and you're able to log in, right?
[CUSTOMER][NEGATIVE] Oh yes, yes, yes, it's just not, it's not letting me. I haven't been letting me for the past two weeks. She helped me file the last thing I filed, um.
[AGENT][NEUTRAL] OK, I wonder
[CUSTOMER][POSITIVE] And they actually worked. That's why I was trying to get back to her.
[AGENT][NEUTRAL] Yeah, I wonder what does she do, um.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have faxed over something.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. OK, yeah, you can submit the claim by filing it. If you're unable to file it online, you can submit it um by faxing it.
[AGENT][NEUTRAL] Would you like to try that way again? I can give you the fax number.
[CUSTOMER][NEUTRAL] OK, yeah, I have the fax number already. Um, I, I would try that way again, but um.
[CUSTOMER][NEUTRAL] But she's OK. I will try that way again, uh faxing it again.
[AGENT][NEUTRAL] OK, yeah. Just make sure that you, and you know what documentation is in, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, we need.
[CUSTOMER][NEUTRAL] My EOB.
[CUSTOMER][NEUTRAL] And my reason for visit.
[AGENT][NEUTRAL] Right, your diagnosis code.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII] for calling APO. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] Oh you as well.
[AGENT][POSITIVE] Thanks.