AccountId: 011433970860
ContactId: a60c415b-c517-4d8f-98d0-f25204c8597c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 306540 ms
Total Talk Time (AGENT): 108324 ms
Total Talk Time (CUSTOMER): 128017 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/a60c415b-c517-4d8f-98d0-f25204c8597c_20250206T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII], and I was trying to submit a claim yesterday and I got a call back, um, from someone named [PII], but, um, I was trying to submit it and um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, I, I guess I was doing it wrong. I just don't know, um, what I was doing wrong.
[AGENT][NEUTRAL] Oh, OK. Um, do you have a policy number we can take a look?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The number of
[CUSTOMER][NEUTRAL] Yeah, I thought I had it down.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I can't remember it offhand.
[AGENT][NEUTRAL] OK, we can look it up here. Give me just a sec.
[AGENT][NEUTRAL] What is your date of birth, [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. And then if you could verify with me uh the address we should have on file also.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much. I think I found you here. Let's see.
[AGENT][NEUTRAL] So you were never able to even get the claim submitted, is that correct?
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Um, yes, ma'am, I tried sending the
[CUSTOMER][NEUTRAL] The form, the ones that you're supposed to fill out, I thought I sent those.
[CUSTOMER][NEUTRAL] But I'm not sure that they went through and then I tried to send the itemized bill from the hospital, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I'm not sure if that went through either.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Because it wouldn't let me send it all together as 11 thing, um, it kept saying it was too big.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you submitted it, did you try and do it through the online portal or were you try that's where you were trying to do it, correct?
[CUSTOMER][NEUTRAL] Yes ma'am, is there a way that I can just email it instead of sending it through the portal?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so yeah, we generally don't accept any claim information via email just because emails are not secure enough as for, you know, to send that type of information. The other way to send it would be fax. I don't know if you have access to a fax machine.
[CUSTOMER][NEUTRAL] Um, I tried to do that. Um, I didn't, I don't think it went through because I don't have a landline connected to it.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] So, um, I can try to do that maybe through um through my workplace, um.
[CUSTOMER][NEUTRAL] Uh, what else? I can try to resend it again through the, the portal.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, absolutely, because I don't see anything on our side, um, unfortunately, but yeah, you can if you have to do it because the files are too large, um.
[AGENT][NEUTRAL] In more than one upload that is OK um and then I can also give you the fax number as an alternate if you'd like to write that down.
[CUSTOMER][NEUTRAL] OK, I think I have it. It's on the, the claim form.
[AGENT][POSITIVE] It is, yeah, absolutely. You're absolutely right, [PII]. It is at the very bottom, you're right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Um, no, ma'am, that was it. I just, um, trying to submit that, um.
[CUSTOMER][NEUTRAL] I'll try again later today. I'm driving back from um [PII] cause I had my follow-up appointment with my uh my surgery on my leg and um but when I get home, I'll try to send it again.
[AGENT][POSITIVE] OK, yeah, sounds good and if you need any other help just give us a call we're here until [PII] Central time.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye bye.