AccountId: 011433970860
ContactId: 93706e27-2432-46c9-8a8d-5efd43471b46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249139 ms
Total Talk Time (AGENT): 130486 ms
Total Talk Time (CUSTOMER): 102846 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/93706e27-2432-46c9-8a8d-5efd43471b46_20250320T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you doing?
[AGENT][POSITIVE] Hey [PII], I'm good. How are you doing?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Good, I'm doing good thank you um so I have an insured on the line who's calling about some claims she submitted.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have her policy number.
[AGENT][NEUTRAL] OK, um, if
[CUSTOMER][NEUTRAL] Huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Can is that something that you guys can.
[AGENT][NEUTRAL] Yes, go ahead and give that to me.
[CUSTOMER][NEUTRAL] Help her with?
[AGENT][POSITIVE] Yes, I can help her. Absolutely, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, OK, OK, um, it's 183.
[CUSTOMER][NEUTRAL] 6605.
[AGENT][NEUTRAL] OK. And you did
[CUSTOMER][NEUTRAL] And her name
[CUSTOMER][NEUTRAL] I did verify, yes, her name is [PII]. I verified her information and her the number she's calling from is what's in the system and that's her callback number. Um, I tried to get through to the claims department, but I, I couldn't get anyone so.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't know I just um tried you guys.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Yes, we do that now um the the claims queue comes back through to us, so, so you did right you did good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just wanna make sure, yeah, she just said that she had submitted some claims and she had some questions.
[AGENT][POSITIVE] OK, yes, I can help her with her clients.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Here she comes.
[AGENT][NEUTRAL] OK, [PII], bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello, Ms. [PII], this is [PII] with uh the care team. So I understand you have some claims you wanna check on, is that correct?
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me pull up your policy real quick and we will look at those claims for you.
[AGENT][NEUTRAL] Um, can, are the claims for yourself?
[CUSTOMER][NEUTRAL] No ma'am, it's for my daughter [PII].
[AGENT][NEUTRAL] For Ava, OK.
[AGENT][NEUTRAL] All right. Let me pull Ava up.
[AGENT][NEUTRAL] OK, and do you know the date of service or when you submitted them or if the physician submitted them?
[CUSTOMER][NEUTRAL] I submitted.
[AGENT][NEUTRAL] You submitted them?
[CUSTOMER][NEUTRAL] No, I submitted. Yes, ma'am, um, give me one second and I can, I submitted them. I wanna say.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the [PII], um, and the other paper I submitted on the [PII] was just like the, you know, the form that we have to fill out every time we submit a claim, that was it.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes ma'am, and I do see that we received uh 3 submittals, one on the [PII] and 2 on the [PII], and those are in progress they're being reviewed, so once you submit a claim, it takes um 7 to 10 business days to process.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And you did submit through the online service center I see so you should be getting updates as to where we are in the process of the claim as they proceed, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so they're just, alright, because they just said received on here so I didn't know um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I was just checking on it, yeah.
[AGENT][NEUTRAL] Yes ma'am and.
[AGENT][NEUTRAL] Yes, and I understand totally. Um, if you feel like.
[AGENT][NEUTRAL] You need to check back in about 10 days and get, you know, further answers or anything that we can do to help you feel free to call back, OK?
[CUSTOMER][NEUTRAL] Alright, you said in 10 more days? OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes ma'am, it takes 7 to 10 business days.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're very welcome. Is there anything else I can help you with, Ms. [PII], before we go?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] Alright, well you have a wonderful night. Thanks for calling.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.