AccountId: 011433970860
ContactId: c0c6aede-c0c6-42e3-b3f2-573c589e112a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202860 ms
Total Talk Time (AGENT): 89778 ms
Total Talk Time (CUSTOMER): 96422 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/c0c6aede-c0c6-42e3-b3f2-573c589e112a_20250625T22:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] in [PII]. I'm just, I'm a broker. I'm just trying to check on a claim for one of our customers.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, hold on.
[CUSTOMER][NEUTRAL] Sure, sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that member's policy number?
[CUSTOMER][NEUTRAL] OK, one second, bro. I apologize. Got a [PII] old yelling at me in the background here.
[AGENT][POSITIVE] You're OK.
[AGENT][NEUTRAL] I understand
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] It, it, he waits till I get on the phone to address me always, you know, like.
[AGENT][NEUTRAL] Of course. Yeah, when else.
[CUSTOMER][NEUTRAL] Uh, cancer is.
[CUSTOMER][NEUTRAL] Yes, exactly, exactly, it's uh [PII]. OK, I'm coming right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] This is for [PII] and the date of birth is [PII]. OK.
[AGENT][NEUTRAL] OK, OK, thank you for verifying that one moment.
[CUSTOMER][NEUTRAL] He said he is not.
[AGENT][NEUTRAL] So the last claim I show that we've received for this number was uh [PII]. Does that sound right to you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I'm sorry, I was.
[AGENT][NEUTRAL] Well, that was when we received it um the date of service was for [PII] of [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Correct, that's exactly right.
[AGENT][POSITIVE] OK awesome so that was for a mammogram we did pay that benefit of uh $100. You give me one moment I'll get that information we did send it as a paper check. I'll get that and see when that was sent.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Did you need that claim number [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, hey, hey, hey, stop.
[AGENT][NEUTRAL] Alright, so I am showing this check was issued on [PII] and that it did clear uh [PII].
[CUSTOMER][NEUTRAL] OK, so [PII] it actually did clear. OK, I wonder why she's sending me this again.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Um, so she, she got the check and it cleared on the [PII], OK.
[AGENT][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] That's correct. um I can send this uh explanation of benefits if you need that.
[CUSTOMER][NEUTRAL] Got it. I'm gonna.
[CUSTOMER][POSITIVE] That'd be awesome.
[AGENT][NEUTRAL] Sure, do you have a fax number?
[CUSTOMER][NEUTRAL] Um, can it be sent to an email?
[AGENT][NEUTRAL] I can email it to you, yeah.
[CUSTOMER][NEUTRAL] OK, thank you. Um, it's [PII] N.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At and it's [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] [PII] correct.
[AGENT][NEUTRAL] OK, got it. Alrighty, I'll go ahead and send that to you now um it's, it'll have the check and claim information all on there. Uh, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] That's it. I appreciate your time.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Thanks thanks bye bye.