AccountId: 011433970860
ContactId: a50638b5-e4aa-48e0-b5c9-ca1d366fb914
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487920 ms
Total Talk Time (AGENT): 165860 ms
Total Talk Time (CUSTOMER): 195287 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a50638b5-e4aa-48e0-b5c9-ca1d366fb914_20250218T15:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. Oh, I have a, a claim number here that I'd like to, I need some help with.
[AGENT][NEUTRAL] OK, I'm happy to take a look at the claim yeah what's the claim number?
[CUSTOMER][NEUTRAL] 351-585-9
[AGENT][NEUTRAL] 853. OK, let me pull this up. Give me just one moment.
[AGENT][NEUTRAL] All right. And then if I could get your uh first name, please?
[CUSTOMER][NEUTRAL] My name's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Are you calling from the provider's office?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. So on the policy, if you could just give me the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you. And then what would be the address we would have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What sort of questions or concerns can I help with today, [PII]?
[CUSTOMER][NEUTRAL] OK, on that claim there, my wife was in the hospital for a few days. Um, she, she asked her, um, HR department to help her out with this, and I guess they, they sent everything to you, all the, the, the documents, but, um, they didn't, uh, I guess they didn't send it right cause I, I, I mean I just logged in, um, a couple days ago and and was able to look at this it says that.
[CUSTOMER][NEUTRAL] The documents that they sent in were readable, um, so she never got her claim back then and, and so that's why I uploaded everything that I had now, cause I mean we never knew that they, they did this and that we, we got rejected because.
[CUSTOMER][NEGATIVE] Um, of them not, not setting it where they could, or you guys could read it.
[CUSTOMER][NEGATIVE] And it's, it's just not fair that you know my wife can't get her claim because of that, you know, she is.
[AGENT][NEUTRAL] So you did resubmit it online just now or?
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, I did, but then I'm looking at it here and it looks like it's it's, it's not in there no more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I, I put it in, yeah, I put all in when she had her accent just now and, and I, and I put it all in there, but now I don't see it in here.
[AGENT][NEUTRAL] When you did it, did you get like a confirmation?
[CUSTOMER][NEUTRAL] I did, I did get all, all of that on there, but I never wrote it all down. I just left it here like I was like, OK, it's all on there because I see it, and I did, um, our wellness things for me and my sons, and then [PII] had gotten into an accident on the [PII] and I did that one and and that's when I noticed all the way at the bottom it says that it was closed on [PII] and they gave me a claim numbers and it said no files. So what I did is I just put all the files in it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And and uploaded everything hoping that you know maybe somebody could see that and and put it in there but now that I'm going in I don't even see it anymore.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You have a couple different policies with us. Did you do it under the disability one?
[CUSTOMER][NEUTRAL] I did it, yes, I did under that short term disability because that's the same one.
[CUSTOMER][NEUTRAL] How you doing?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] Let me just check these other ones just to see if maybe it went there an error or something.
[CUSTOMER][NEUTRAL] Uh, basically.
[AGENT][NEUTRAL] I'm wondering if it's just lay, if you just did it, if that's why I'm not seeing it on my side. Cause if you got a confirmation.
[CUSTOMER][NEUTRAL] Let me.
[AGENT][NEUTRAL] Um, you should be good to go. Like, it usually will, you know, if it, if it didn't take it, it would have given you like an error message or something, um.
[CUSTOMER][NEUTRAL] Yeah, I was on the.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, yeah, I did on the [PII].
[CUSTOMER][POSITIVE] I did them, I did them all and like I said, it was, it was uh it was the very top one. It said [PII] on the way on the very top at uh um the short term policy and
[CUSTOMER][NEUTRAL] Uh, now it's just gone. I got, I see this morning somebody's working on the accident policy.
[CUSTOMER][NEUTRAL] And, and that's the only one that I've seen that the those two at the bottom, I don't see the the the one that I did.
[CUSTOMER][NEUTRAL] We did for the short term.
[CUSTOMER][NEUTRAL] Do I just do it again?
[AGENT][NEUTRAL] Yeah, I mean, I would just, you can reupload it. The only other thing that I see is on your limited medical like the hospital indemnity. There's some claims in progress from the [PII] that were reported.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, there's one under like [PII], there's
[AGENT][NEUTRAL] Those are still in progress. There's one for [PII], but I don't.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, one for [PII] that was reported, but like no decision has been made on any of those.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Those were just wellness exams, right? The wellness claims?
[AGENT][NEUTRAL] Yeah, but nothing has been, yeah, those haven't been completed or anything like that. So when it comes to the disability, the last thing that I see was the denial from October.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, so yeah, I mean you can resubmit it and then again and then just write down the online service center confirmation it should give you like a 5 digit confirmation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But um I apologize, yeah, you, you didn't know it was denied. You can still deny it. You can still resubmit it. That's not a, not an issue at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you have any other questions or concerns, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am, I'm just gonna do this again and then I, I, I'll give you guys a call back to see if it's in there.
[AGENT][NEUTRAL] OK, yeah, we're here until [PII] central time.
[CUSTOMER][POSITIVE] Thank you, ma'am.
[AGENT][POSITIVE] You're welcome. Take care.