AccountId: 011433970860
ContactId: 94c9ed9a-bbcf-4b0b-873d-3ab6d542d639
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160679 ms
Total Talk Time (AGENT): 83161 ms
Total Talk Time (CUSTOMER): 59015 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/94c9ed9a-bbcf-4b0b-873d-3ab6d542d639_20250312T20:23_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mm, hi, how are you? I'm sorry one. And I'm sorry, your name one more time?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] Yes, uh-huh. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], who are? Um, the reason that I'm calling is that I'm just, um, touching base with regards to two recent um claims I submitted.
[AGENT][NEUTRAL] Yes, I can certainly look them up, and this is your uh your policy?
[CUSTOMER][NEUTRAL] It's my husband's policy.
[AGENT][NEUTRAL] OK, I can help with that. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Policy is.
[CUSTOMER][NEUTRAL] Bear with me one moment. 2556453.
[AGENT][NEUTRAL] Thank you. And if I could verify your name, and date of birth, and a phone number, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, [PII], [PII], and what else? I'm sorry.
[AGENT][NEUTRAL] Um, just, uh, your, uh, phone number please so I can verify it.
[CUSTOMER][NEUTRAL] Phone number [PII].
[AGENT][POSITIVE] I appreciate that. Um, [PII], is this for you or for a member of your family?
[CUSTOMER][NEUTRAL] It's for myself.
[AGENT][NEUTRAL] OK, thank you. Let me check.
[CUSTOMER][NEUTRAL] My current policy number because.
[AGENT][NEUTRAL] OK, it looks like a claim was processed yesterday, so let's look at it.
[AGENT][NEUTRAL] Uh, University of Miami Hospital, Gastrohealth, um, Center for Excellent Eye care. Does that sound right? OK. OK, so, uh, it looks like uh that was processed yesterday and, uh, there is, um,
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Or
[AGENT][NEUTRAL] Checking
[AGENT][NEUTRAL] OK, so you do have direct deposit.
[AGENT][NEUTRAL] And uh that should, that should have come in today for um $1,272.70.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So it, it was processed, it was processed yesterday and uh since you have direct deposit that should already have happened. If not, it should happen very soon.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Exactly, OK, sometimes they come in a little later, um, and then my other question is what's the total amount of our benefits?
[AGENT][NEUTRAL] For the outpatient services, it's $8700 per individual, and for the inpatient services, it is also $8700.
[CUSTOMER][NEUTRAL] From
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that's what I needed to know. Thank you so very much for your time, [PII]. Sincerely appreciate it.
[AGENT][POSITIVE] OK, well thank you mhm thank you for contacting ATL have a very good.