AccountId: 011433970860
ContactId: b3c33554-e44e-443a-a81e-bf3fa227f97c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231429 ms
Total Talk Time (AGENT): 103903 ms
Total Talk Time (CUSTOMER): 69450 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/b3c33554-e44e-443a-a81e-bf3fa227f97c_20250324T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][POSITIVE] Doing great, doing great. It's a little crazy here, crazy weather today, but hey, it's OK, we're good.
[AGENT][POSITIVE] Good to hear, good to hear.
[CUSTOMER][NEUTRAL] Just had one quick question for you if you don't mind I'm just trying to check on a.
[CUSTOMER][POSITIVE] Uh, clean for one of our customers.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do we have by chance, [PII] their policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am policy number is.
[CUSTOMER][NEUTRAL] 2,558,490
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] Alright, let me just pull this up here.
[AGENT][NEUTRAL] And then do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect alright and then what is the data service?
[CUSTOMER][NEUTRAL] I don't see the data service here, but I know it's on her daughter [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it should be, you'll see a couple of things that are under the hospital plan.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like there were two recent claims. There was one submitted on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that one, it looks like sent a benefit payment in the amount of $50 so the claim was paid.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And that was for the date of service.
[AGENT][NEUTRAL] Data service on this was 130 of 25.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And then the other claim that I see.
[AGENT][NEUTRAL] Uh, was for date of service 3-13-25 it's showing.
[AGENT][NEUTRAL] That claim is showing submitted on the [PII]. Both claims were processed and paid on [PII], so about 4 days ago.
[AGENT][NEUTRAL] Uh, this last claim sent a benefit payment in the amount of $1000.
[CUSTOMER][NEUTRAL] It's it's
[CUSTOMER][NEUTRAL] Oh, OK, great, sorry, I got a [PII] who's homesick today and he coughs into the phone as soon as I get on the phone, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh, no, no worries.
[CUSTOMER][NEUTRAL] OK, so [PII] y'all.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] They were paid out $10,050 and that was, was that direct deposited?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know what, it looks like it was because I was gonna say I don't see a check number on here, so.
[AGENT][NEUTRAL] Uh, yeah, the member does have, it looks like their routing and account information, so it would have been sent.
[AGENT][NEUTRAL] Uh, direct deposit.
[CUSTOMER][POSITIVE] Awesome, direct deposit, a $50 check and a $1000 check, and you said that was processed on the [PII], is that right?
[AGENT][NEUTRAL] Mhm. Yep, that's the date that I show. So, yeah, the payment would have been then sent.
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] Uh, probably that day or the day after, so on Friday, Thursday or Friday of last week.
[CUSTOMER][POSITIVE] Got it, thank you so much for your help today. I greatly appreciate it.
[AGENT][POSITIVE] My pleasure, [PII]. Have a good one.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.