AccountId: 011433970860
ContactId: 8e1c3b84-6b41-4e96-9c86-794f85d44cf2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 516750 ms
Total Talk Time (AGENT): 236120 ms
Total Talk Time (CUSTOMER): 267469 ms
Interruptions: 10
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/8e1c3b84-6b41-4e96-9c86-794f85d44cf2_20250502T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, [PII]. Um, I uploaded or tried to upload some documents for in the claims section and it
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says in progress does that mean in the far left column does that mean that it's in the process of loading it or I don't understand what in progress means.
[AGENT][NEUTRAL] No, that should mean that we have received it and it it's in line for processing. But if you want, we can get your policy pulled up and I can take a look to see if that has been received just to make sure.
[CUSTOMER][NEUTRAL] OK, what information do you need from me?
[AGENT][NEUTRAL] Um, first, if you want, uh, don't mind, can I get your name?
[CUSTOMER][NEUTRAL] My name is [PII], and this is for my husband [PII].
[AGENT][POSITIVE] OK, and then can I also get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Um, hang on, I should have it right here because I just paid my bill this morning, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's say policy 00711167.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And then [PII], just gonna verify some information really quick. Uh, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. It looks like it's a [PII] account.
[CUSTOMER][NEUTRAL] Yes, it's my first name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying all of that, [PII]. OK, so I am showing uh for [PII] that we have received claim information looks like that was [PII], so just a few days ago, um, that we've received that information and it is in line for processing.
[CUSTOMER][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] OK, well, there, the what I'm talking about was uh it's, let's see.
[CUSTOMER][NEUTRAL] Yeah, it was the 22nd. But I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I'm not showing that we've received anything for the [PII].
[CUSTOMER][NEUTRAL] OK, that was the one that was.
[AGENT][NEUTRAL] Well, I, I do, um, but that looks like it just, oh, I'm so sorry I keep interrupting you, um, this one.
[CUSTOMER][NEUTRAL] So that's not.
[CUSTOMER][NEUTRAL] That's.
[AGENT][NEUTRAL] Let's see that is.
[AGENT][NEUTRAL] 3
[CUSTOMER][NEGATIVE] It was the files were really big. It was, I think it was 3 attempts at the same file.
[AGENT][NEUTRAL] Yes, I see.
[AGENT][POSITIVE] So that one it does look like that just completed processing today or is completing right now so I see that it's done. I don't have a lot of information right now um but I do show that we have paid that benefit. Give me just a moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you have a direct deposit set up for claims?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][POSITIVE] Perfect. OK, awesome. Alrighty, so yes, I'm showing for this claim we paid a benefit of $11,877.75. So with the direct deposit set up, depending on your bank, uh, you should get that. I would say no longer than 3 business days. So uh with it being Friday, um, hopefully Monday or Tuesday, but you know if if it's been longer than Wednesday, then you know, yeah, give us a call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, yeah, that's the uh that is.
[AGENT][NEUTRAL] But you should be getting this information.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, also, and I keep interrupting you, and I don't mean to, um.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] OK, now I uploaded one last night or 2 days ago that um and then I have some more that are larger documents that actually came from he saw his ENT.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have the records from that that I need to send in, and then he had his oncologist, the actual from their clinics.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I need to send those in too just for the doctor, you know, that I think the policy pays so much for doctor visit or something. So I've got a couple of more, but they're, they're length they're pretty lengthy, so I think I'm gonna have to do that certified mail rather than try to scan all these documents that they gave me. It, I, I should ask for digital.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] You can, sure, whatever is easier for you.
[AGENT][NEUTRAL] Yeah, and if you've got access.
[CUSTOMER][NEUTRAL] Yeah, it, I think that's gonna be that's all.
[AGENT][NEUTRAL] If you have access to a fax machine that's also an option as well.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Yeah, yeah, and I thought now is the, can you give me that fax number please and let me, I may try that.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] Absolutely uh let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready. I'm ready.
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And just put for the claims office just put it doesn't have to go to a.
[AGENT][NEUTRAL] Uh, claims department, yes.
[AGENT][POSITIVE] Right, that's perfectly fine.
[CUSTOMER][NEUTRAL] OK. Um, uh.
[CUSTOMER][POSITIVE] I may do that. That would probably be faster. It's, it's, I don't even know how many pages there are to it, but I'm gonna.
[AGENT][NEUTRAL] It, it would definitely be faster, but yeah, I can understand especially with scanning them and those file sizes can be so big.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. And, and it was, and that's what I thought might, might have happened with the saying in progress. I thought, well, that might just be, it never got uploaded is what I was afraid of because they were such large documents.
[AGENT][POSITIVE] No, that's right.
[AGENT][NEUTRAL] So and sometimes that does happen and it also depends on you know like uh if Internet connection is going kind of slow but in that case I think it would just be stuck saying submitting so I do see again where you said a couple of days ago, so [PII] I see that information that's uh in in progress as you said.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] That's, I think that's actually the, some of the treatments, not all of them, but some of them. So anyway, I'm sending whatever the doctors give me and then y'all can decide exactly. OK, all right. Well, there.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely, yeah.
[AGENT][NEUTRAL] That is fine, yeah, better to have too much than not enough.
[CUSTOMER][NEUTRAL] Yeah, um, can you tell me, um, through that policy, I think I've read that there is a maximum per month.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The is that um that may apply to what I've sent in, is that maximum per month that's for the uh the treatments?
[CUSTOMER][NEUTRAL] I think it was 1700 couldn't be because y'all paid 11,000 so that couldn't be. I don't know what that maximum for.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me get that policy pulled up.
[CUSTOMER][NEUTRAL] I read the policy. I sent me a new one.
[AGENT][NEUTRAL] Sure. I'm not sure, um, and of course all of these policies are very different. I know that there are a lot of them have yearly maximums. I'm not so sure about a monthly maximum, but we will definitely get that checked out. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK, here's one that's for uh calendar month that is um administrative, uh, slash lab work benefit that is $75 per calendar month that's the only one that I see is on a monthly basis. Everything else is either daily or um yearly.
[CUSTOMER][NEUTRAL] OK, I got.
[CUSTOMER][POSITIVE] OK, OK, then we're good then. OK, well, that's, I just wanted to clarify if I needed to do something different that, so, OK, well, thank you so much for answering my question. OK, thank you. Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Definitely.
[AGENT][POSITIVE] Of course, yeah, if you have any other questions, give us a call right back. Hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK. All right, thank you, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.