AccountId: 011433970860
ContactId: c55ca413-e8f9-4991-9b39-f63113b97a8c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267149 ms
Total Talk Time (AGENT): 108268 ms
Total Talk Time (CUSTOMER): 104082 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/c55ca413-e8f9-4991-9b39-f63113b97a8c_20250113T14:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII] and I was just calling. I had uh received an an email um about my claim, and I just wanna verify because I saw on the notes on this form that it's saying I needed to provide some information and I believe I've already done that but I wanna confirm that y'all aren't waiting on me um do you need a policy number or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, yes, go ahead with the policy number.
[CUSTOMER][NEUTRAL] OK, 02440404.
[AGENT][NEUTRAL] OK, thank you. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And for security, may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] [PII] and what else did you ask for?
[AGENT][NEUTRAL] The email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] OK, let me check to see if I got any notes because it looks like we.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh no, I was reading on here I.
[CUSTOMER][NEUTRAL] On the explanation of benefits, I didn't know if they had paid it to the um doctor's office or how that works.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so based on what I have here, it looks like we sent the check on the [PII] and then the surgery, there's, let me see what they're asking about the surgery.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] But y'all did send a check?
[AGENT][NEUTRAL] Yeah, we did send the check, $702.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see if we just need additional information on the rest of the surgery. Let's see.
[CUSTOMER][NEUTRAL] Yeah, I saw on page 2, but I submitted everything because they had to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Recreate with a bill or uh uh itemized bill.
[CUSTOMER][NEGATIVE] But when I was uploading it I had to do it two separate times because it wasn't, it wasn't uploading.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so basically for a part of the surgery because it looks like we did pay them but it looks like um there's a surgery on [PII] um that is listed that we don't have an itemized bill for that one. We received the information on [PII]. That one we did process and pay. So the one we're asking for is the one for [PII]. That one is missing the itemized bill.
[CUSTOMER][NEUTRAL] Oh, when they did the um biopsy?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Biopsy on [PII], OK.
[CUSTOMER][NEUTRAL] I will and then do I just submit it like I did these online?
[AGENT][NEUTRAL] Yes, you can just submit it like that and we'll go ahead and put it together with the correct information that we have here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, OK, I will, um, get with the doctor's office and find out about that one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, alright, do you have any other questions? You're welcome. Is there anything else I may help you with today? OK.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No ma'am, that was it.
[AGENT][POSITIVE] Alright, well thank you for calling ADL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.