AccountId: 011433970860
ContactId: 97c457e9-32fb-4751-8427-91556e04e63d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228779 ms
Total Talk Time (AGENT): 70470 ms
Total Talk Time (CUSTOMER): 150472 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/97c457e9-32fb-4751-8427-91556e04e63d_20250515T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling AT.
[CUSTOMER][NEUTRAL] Oh hi [PII], this is [PII].
[CUSTOMER][NEUTRAL] I have a uh.
[CUSTOMER][NEUTRAL] About 6 weeks ago, I called before I had surgery and asked for some um
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Blanks, the, you know, paper the the paperwork that I need to see to give to my doctors.
[CUSTOMER][NEUTRAL] And then uh and they said the girl that I talked to like I I could have been you, I don't know. Anyways, they said, I, I've already put in for them to be sent off and then they're gone, but I never, I never got them, [PII], and I don't know if, if they came and something happened in the mail, it's very possible, but I really do need them because I called them to see if what, you know, see if they had filed it and they said no, that we have to provide the uh blanks and uh things that we have for.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What do you call it?
[CUSTOMER][NEUTRAL] Yeah, to, to take to the doctors for them to they, they have a certain person that does the filing so can you.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, can you send me, get me another packet in the way?
[AGENT][NEUTRAL] Yeah, let's take a look. I just need your policy number, [PII]. Do you have it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My policy number or let me see.
[CUSTOMER][NEUTRAL] I do, but I don't know if I can read it. Let me see.
[CUSTOMER][NEUTRAL] Girl, I have it, I have.
[CUSTOMER][MIXED] A good life, but I've got everything wrong.
[AGENT][NEUTRAL] Uh
[CUSTOMER][POSITIVE] [PII], will you just let me get a sister over here. She's gonna read it for me, bless her heart. My policy number [PII].
[CUSTOMER][NEUTRAL] 430.
[CUSTOMER][NEUTRAL] 430746
[AGENT][NEUTRAL] OK, thank you, [PII]. Let's see here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm thinking that may be an old card, is it?
[AGENT][NEUTRAL] I mean, it's, looks like it's still a good number for you. What's your date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, that's all so [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let me just verify.
[CUSTOMER][NEUTRAL] Can you have.
[AGENT][NEUTRAL] So the address we have on here is [PII]. Is that right? OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] That's right, yep.
[AGENT][NEUTRAL] Do you have anybody? I will definitely put in a request to mail you another one do you have anybody that has access to like email that we could email it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Could I email the form to you?
[CUSTOMER][NEUTRAL] Uh, we don't know how. I don't know how to do that. What will we have just put it in the, the snail mail. Is that harder for y'all or?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, no, no, I was just, I was just trying to offer like another option also. I'm happy to, to do it in the mail.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, thank you very much. That's all right. I just, well, if you look at my date of birth, you can see how.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just got out of the classroom very quick just uh just before all this stuff came in.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So we're doing well right now we're just being retired, but anyway, so go ahead please.
[AGENT][NEUTRAL] All right, so I put in another request to have claim forms mailed out to you, [PII], um, so they will go to that address on file.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh, they, OK, they, it's very possible they did it and I'm, I'm not, I don't believe they came here, but I'm not, I am believing just tried to send them. I do that because it's everything else, everything else is like that. But let's do that and try again, OK? And then if we have to get an email, we'll do that, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] All right sounds good, [PII].
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][NEUTRAL] Uh bye bye.