AccountId: 011433970860
ContactId: 8d6f416a-1e9f-47ce-b916-7c7ea9c737d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213039 ms
Total Talk Time (AGENT): 75428 ms
Total Talk Time (CUSTOMER): 73719 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/8d6f416a-1e9f-47ce-b916-7c7ea9c737d5_20250520T16:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII]. I have a question about the claim that was submitted for me.
[AGENT][NEUTRAL] OK, [PII], I can help you with that claim. Can I go ahead and get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, let's see 00613354.
[AGENT][NEUTRAL] Alright, let me look that up for you.
[AGENT][NEUTRAL] Can I get you to verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your mailing address and phone number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, what else do you want?
[AGENT][NEUTRAL] Uh, the phone number, but it looks like it's the one that you're calling from, so we are OK.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] And do you have your claim number or the um date of service?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I have the claim number claim number is 363600-320.
[AGENT][NEUTRAL] OK, what's the claim number?
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] It looks like we received that claim on [PII] and it was processed on the same day.
[CUSTOMER][NEUTRAL] OK, I received an explanation of that.
[AGENT][NEUTRAL] And I am, mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I received an explanation of benefits and it says.
[CUSTOMER][NEUTRAL] We are awaiting information for your from your employer slash association to confirm eligibility. Upon receipt of this information, we will continue processing your claim.
[CUSTOMER][NEGATIVE] I don't understand that.
[AGENT][NEUTRAL] Well it looks like this claim has been paid, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid to your provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] That's not what this this one says that I received in the mail.
[AGENT][NEUTRAL] If it was in the mail, it could have because it was processed on the [PII], that probably means that we got all of the information in and it was processed on the same day, so it could have just happened when the mail had already come out because I'm showing that claim is being paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you tell me how much that was paid?
[AGENT][NEUTRAL] Uh, it looks like I am seeing a total.
[AGENT][NEUTRAL] Benefit of $90.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that
[CUSTOMER][NEUTRAL] That answers my questions if it was already paid um.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] So I can just disregard this particular explanation benefits because it's probably obsolete.
[AGENT][NEUTRAL] Right, it probably was sent before they sent in the information.
[CUSTOMER][POSITIVE] OK, great. Well, thank you very much for the information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] Bye.