AccountId: 011433970860
ContactId: 96a2e081-7469-4e79-a5ee-86ea52397d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257309 ms
Total Talk Time (AGENT): 102800 ms
Total Talk Time (CUSTOMER): 96180 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/96a2e081-7469-4e79-a5ee-86ea52397d34_20250218T19:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I called a couple of minutes ago because I was um putting in for my, I had put in for my claim next week, uh, last week, and the lady told me that I was missing the EOBs, and so I went on online to submit the EOBs, but it looks like it opened it up as a new claim. I didn't know if that was correct or if I needed to reach out and send it a different way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes sir, that's fine um, [PII], let me, uh, let me get your, uh, call back number and your policy number. Let me look and see if I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the policy number is 247-87667.
[CUSTOMER][NEUTRAL] And a good call back number is going to be [PII].
[AGENT][POSITIVE] OK, thank you so much let me look real quick.
[AGENT][NEUTRAL] OK [PII], can you give me your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is [PII]. Uh, the email, oh, it should be [PII]. That's my work email. I think that's the one you have on file. And what was the other question?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] The number that you gave me to call back on is that your cell phone?
[CUSTOMER][NEUTRAL] I'm sorry, you, you, what was the?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much. I appreciate you verifying your policy for me. I do see where
[AGENT][NEUTRAL] Excuse me, we did receive something today from the online service center. It gave you a confirmation number.
[AGENT][NEUTRAL] Uh, the, the last digits are 990,260. Is that the explanation of benefits?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEGATIVE] Oh, you're breaking up really bad. I'm sorry, can you say that again?
[AGENT][NEUTRAL] Yes, is that the explanation of benefits that you sent in that gave you a new claim number?
[CUSTOMER][NEUTRAL] Uh, the confirmation number I see is OSC 93704.
[AGENT][NEUTRAL] Yes, sir, and that's the explanation of benefits that you sent in.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I think you're going to be fine, um.
[AGENT][NEUTRAL] A new confirmation number but it.
[AGENT][NEUTRAL] So they'll process that with the um the claim number the 356-496-4 number that was on your previous claim.
[CUSTOMER][POSITIVE] OK. Awesome. And do you know how long it usually
[AGENT][NEUTRAL] The number you received it's just confirmation.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] I'm sorry, you, you, you're breaking up so bad.
[AGENT][NEUTRAL] Yes, um,
[AGENT][NEUTRAL] I'm so sorry, um, we, once we receive the claim, it takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, well, I think that's everything. Do you guys need me to submit anything else or was that the only thing?
[AGENT][NEUTRAL] Uh, so far unless they request something else that's all we need right now.
[CUSTOMER][POSITIVE] OK, awesome. Thank you so much for your help.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a good day and thanks for calling APL.
[CUSTOMER][NEUTRAL] OK, you too. Bye-bye now.