AccountId: 011433970860
ContactId: b72e18a6-1ca2-4416-a1f6-f6f615473c5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292230 ms
Total Talk Time (AGENT): 113935 ms
Total Talk Time (CUSTOMER): 88848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b72e18a6-1ca2-4416-a1f6-f6f615473c5c_20250603T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. This is Mr. [PII]. I was calling to check to make sure, um, take a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim status and are you the insured or you're calling with the provider's office?
[CUSTOMER][NEUTRAL] No, I'm, my husband is.
[AGENT][NEUTRAL] OK, and may I have a good contact number in case we're disconnected and your name?
[CUSTOMER][NEUTRAL] My name is [PII]. The contact number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. and Mrs. [PII], may I have the policy number?
[CUSTOMER][NEUTRAL] 249.
[CUSTOMER][NEUTRAL] 5024.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and is Mr. [PII] available to give us authorization? Well, actually, he already did. Do you all have the um
[CUSTOMER][NEUTRAL] I just had it on.
[AGENT][NEUTRAL] Have you been sent the third-party authorization form so you can call on his behalf?
[CUSTOMER][NEUTRAL] Yes, he's already did. He did all of that.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and may I have the date of service for the claim or would it be the most recent claim?
[CUSTOMER][NEUTRAL] Uh, the most recent one.
[AGENT][NEUTRAL] All right. And can you verify his date of birth and the mailing address on file?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alright, and um, so I'm showing the claim.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Is this the same one or is it something else? This one came in yesterday?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so yes, ma'am, it has been received, um, and it is in processing.
[CUSTOMER][NEUTRAL] OK, she said, I think she told me 7 to 10 business days. Is that right?
[AGENT][NEUTRAL] Yes, 7 to 10 business days and the funds are dispersed around the [PII] of each month. Um, and have you already submitted um the direct deposit form or are you all receiving a paper check?
[CUSTOMER][NEUTRAL] Uh, we wanna do, uh, the direct deposit because we didn't, um, we haven't resubmitted that because I didn't need to know.
[AGENT][NEUTRAL] OK, well, I can email, um, hold on one moment, let me see if there's one on file.
[AGENT][NEUTRAL] Yeah, I can email the email address on file, um, the direct deposit form, and then I'll just fill it out and reply back to the email with the completed form, and we'll put it on the policy. So when the claim finishes processing, they'll go ahead and send the direct deposit.
[CUSTOMER][NEUTRAL] OK, and I have one more question for you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And can they do the um deposits like weekly?
[AGENT][NEUTRAL] Can the payments be weekly?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, no, ma'am, it's only once a month on the [PII].
[CUSTOMER][NEUTRAL] Oh, once on the [PII], OK.
[CUSTOMER][NEUTRAL] Alright, well, if you send that to the email, the [PII], we'll, um, he'll fill it out.
[AGENT][POSITIVE] OK, well, I'm getting ready to send that to you now. And was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] So we don't, it's nothing else we have to fill out, right? That's everything.
[AGENT][NEUTRAL] Well, so far, yes. Once the examiner looks at the documents, if anything is missing or um they need additional information, then you'll be contacted.
[CUSTOMER][NEGATIVE] Stop it.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] You're welcome. Was there anything else I can help you with today, Mrs. [PII]?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you bye bye.