AccountId: 011433970860
ContactId: aebe77dd-93a2-49df-bc4f-07ebb6e410a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246750 ms
Total Talk Time (AGENT): 107316 ms
Total Talk Time (CUSTOMER): 107952 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/2025/03/11/aebe77dd-93a2-49df-bc4f-07ebb6e410a2_20250311T14:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATM. This is easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I was calling because I had um submitted a claim and um.
[CUSTOMER][NEUTRAL] I was sending in, so they put it said they needed additional information. So then I started sending in the additional information, but it looked like one of them got, I got notification that one of them got processed.
[CUSTOMER][NEUTRAL] Um, and it, but it said like left open that I could send in more information and I uploaded that information so I'm just, well they go back and look at it that now that it's uploaded.
[AGENT][NEUTRAL] And well, first, let me get your name and a good callback number just in case we're disconnected and I can pull up your information.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] My number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. May I need your policy number, please?
[CUSTOMER][NEUTRAL] Uh, so hold on.
[CUSTOMER][NEUTRAL] I gotta look it up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Or I can look it up by your cell phone.
[CUSTOMER][NEUTRAL] My social is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK. Please verify your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And yes ma'am, I show where you uploaded the um additional documentation. We received it today and I'm showing that it now to be processed. And yes, what they'll do is go by the date and um check to see if you're adding to.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I couldn't hear you. I don't know. Some, I think I was hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In my car so hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you said what now?
[AGENT][NEUTRAL] Um, I said that I showed where we received the documentation that you just uploaded today. And yes, what we'll do is go by the dates and we'll see um
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] If um the documentation that you uploaded today are related to any of your previous claims, if the dates match up, and we'll go from there. So yes, they'll um use the claim history to process the additional information that's um in the system.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, cause they said something about my discharge papers, but I um I had to wait for, you know, them to email it to me and they just emailed it this morning. So then I emailed them, you know, I uploaded them up to you all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing, where we received that this morning and I'm showing that part of your claim processed and paid out on yesterday, $250.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For a date of service [PII] and if um additional payment needs to go out according to the additional information that you sent out, yes, we'll um reference all your claim information to see if additional payments need to be made. But so far, we paid out $250 on yesterday.
[CUSTOMER][POSITIVE] Alright, sounds good.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No, that'll be all. I was just making sure that they, you know, they know that when I uploaded today goes with my 1010, you know, my client, OK. I, but you said they'll figure it out. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you very much.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Uh you just that.
[AGENT][POSITIVE] Thank you.