AccountId: 011433970860
ContactId: 95f291b2-2389-49dd-813b-3170f37a0fb9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216020 ms
Total Talk Time (AGENT): 70947 ms
Total Talk Time (CUSTOMER): 122767 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/95f291b2-2389-49dd-813b-3170f37a0fb9_20250328T16:03_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, I received an explanation of benefits that requested additional information, so I went online to upload it. There's no way to upload new stuff to any of the previous, um, any of the previous requests for the I've got coverage basically.
[CUSTOMER][NEUTRAL] Um, so I don't know, I, I did a brand new thing and uploaded what you guys had requested, but I don't know if that's the right way to do it, so I'm not sure if you could take a look at my account and kind of let me know what I need to do from a next step perspective.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with filing a claim. First, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] OK, it's [PII] Last name is [PII], callback number is [PII].
[CUSTOMER][NEUTRAL] And my policy number is 2553333.
[AGENT][NEUTRAL] OK, thank you, [PII]. I found you in our system. Um, let's see. Please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Sure, it's [PII] and [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, sir. And I do um show where we received um your recent claim information. And what we'll do is take that information along with the information that you previously submitted. So it sounds like you um uploaded the documentation that we need. Yes, sir. We'll take all the documentations, we'll match up the dates of services and the type of um service and um use the previous documentation.
[CUSTOMER][POSITIVE] OK, cool.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Now one of the things I uploaded I thought was the um ELB that I had already previously uploaded but it was actually my e-trade statement so I guess when they open it they'll realize they don't need it and just.
[CUSTOMER][NEGATIVE] Get rid of it because I can't delete it from my from my file here.
[CUSTOMER][NEUTRAL] So there's two different files. One says account statement 1031 2024. That's just an e-trade.
[AGENT][NEUTRAL] Um, yes, sir.
[CUSTOMER][NEUTRAL] Need that, but the request 5501-287-052 is what you guys will need, so they'll just disregard the account statement I'm assuming from Etrade.
[AGENT][NEUTRAL] Yes, sir. That's correct. Um, all we're looking for is the diagnosis code, and if that's on the documentation that you recently uploaded, it seems like that's all the information we'll need in order to get the claim processed.
[CUSTOMER][NEUTRAL] OK perfect so yeah that will be on. I mean it's a ton of information, but basically you can Health sent everything from beginning to end with um all of my records so I'm sure in there somewhere it will be exactly what you guys need. If not, I'm sure you'll let me know so I appreciate it. How long will it typically take 3 to 5 days?
[AGENT][NEUTRAL] Um, please allow 7 to 10 business days for processing.
[CUSTOMER][NEUTRAL] OK perfect so it's been a.
[CUSTOMER][POSITIVE] Next week, OK, I appreciate it thank you ma'am.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Nope, that'll do it. Thanks, E.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. Have a great weekend. Mm bye.
[CUSTOMER][NEUTRAL] You have
[CUSTOMER][POSITIVE] Good day too bye bye.
[AGENT][POSITIVE] Thanks