AccountId: 011433970860
ContactId: bfdbbcbb-3bfb-43ad-9cfa-73deee9b2bb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161600 ms
Total Talk Time (AGENT): 61449 ms
Total Talk Time (CUSTOMER): 70070 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/bfdbbcbb-3bfb-43ad-9cfa-73deee9b2bb0_20250429T13:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling MTM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII] and I'm calling with a question on a claim that I submitted.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 259-7280.
[AGENT][NEUTRAL] Thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, please verify your mailing address and also your email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the date of service for the claim you're calling about?
[CUSTOMER][NEUTRAL] [PII] lab work.
[AGENT][POSITIVE] OK, yes ma'am. I'm showing that we received that claim on the [PII] and it processed and paid out on yesterday. Um, I'm showing that it paid out for.
[AGENT][NEUTRAL] $78.03.
[CUSTOMER][NEUTRAL] OK, now when I look at the file, it says, well there's $40 for the lab work. Is that going to be insured myself or directly to the lab people?
[AGENT][NEUTRAL] Well, the payment for this claim that paid out for $78.03 I'm showing that since you filed the claim, the payment is going to you, the check will be sent to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK and um.
[CUSTOMER][NEUTRAL] I see their CMS, which was another date of service for the for the.
[CUSTOMER][NEUTRAL] $38.03.
[CUSTOMER][NEUTRAL] I guess that's fine. I guess the check will be for both the date of services of the [PII] and the [PII]. OK, no worries.
[AGENT][POSITIVE] Yes, ma'am, it will.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. I appreciate that.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it for now. Thank you so much.
[AGENT][POSITIVE] OK. I thank you again, [PII] for calling ATL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you.