AccountId: 011433970860
ContactId: ccf633f7-e6e6-458b-ae6c-6d4c3ff5b70b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309510 ms
Total Talk Time (AGENT): 165256 ms
Total Talk Time (CUSTOMER): 115639 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/ccf633f7-e6e6-458b-ae6c-6d4c3ff5b70b_20250203T22:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was calling on, uh, well, I have, uh, two claims, and I was calling to check up on that. I had some missing information that I sent and I just wanted to see what, what, what's the, the progress on that.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure, the status, got you. I can check on those claims for you. Um, what was your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and [PII], can I get it?
[CUSTOMER][NEUTRAL] I do have the policy.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I do have a policy number.
[AGENT][NEUTRAL] OK, um, first, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's 806
[CUSTOMER][NEUTRAL] 252-245-3
[AGENT][NEUTRAL] Alright, thank you, and then I will go ahead and take that policy number.
[CUSTOMER][NEUTRAL] It is 00483244.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] All right, and [PII] just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mine is uh [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII], they do it different, so it's either [PII] or [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, yeah, we've got it at as [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then, uh, last thing I need is the email address that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Uh, it'd probably be mine, [PII].
[AGENT][NEUTRAL] That's it, yes, perfect, thank you for verifying that right and then uh, who are these claims for [PII]?
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh, uh, one of them is for my husband, [PII], and the other is for my son, [PII].
[AGENT][NEUTRAL] [PII] and [PII], OK, bear with me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, bear with me just a moment. Um, you don't happen, well, I do see a couple, um, for [PII]. We received claim information, uh, [PII]. Does that sound right?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, I'm pretty sure I was sending off their, um,
[CUSTOMER][NEUTRAL] What I sent off was the diagnostic codes, procedure codes with the charges, and I sent both of them off, one for [PII] and one for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you know when uh you sent those?
[CUSTOMER][NEUTRAL] They were both sent together.
[CUSTOMER][NEUTRAL] Uh, it was in January. I just don't remember.
[AGENT][NEUTRAL] Kind of sort of.
[AGENT][NEUTRAL] Sure, OK, no worries. The reason I ask is that especially, uh, I'm just looking at [PII]'s at the moment, um, but [PII], those claims, that's the last thing that I see that we have received, um, so it's possible that depending on how when you did send those it might still be in processing.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEUTRAL] Let's take a look here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh and I just realized I just wanted to make sure um there I didn't realize there were two [PII] um we are looking at um.
[AGENT][NEUTRAL] Your your spouse [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, OK, I just noticed the other one I was like, whoops, OK.
[CUSTOMER][POSITIVE] We do we, yes, we still, I didn't even realize I had my other son on there as well.
[AGENT][NEUTRAL] He was listed. He's not active, um, but I just wanted to make sure that that was OK. Now hang on here we go now with [PII], I do see that we received claim information, uh, [PII], um, it is of well that's today.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and it is in line for processing, so if you sent that information with [PII]'s, it's possible it just needs to be separated, um, so in that case we did receive it and it is in line for processing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, that's all I needed to know, and I'm at least y'all received it. That's what I was worried about. OK.
[AGENT][POSITIVE] Absolutely, yes, sorry about all the confusion, um, did you have any other questions for me?
[CUSTOMER][POSITIVE] No, ma'am. That's all I needed to know. Thank you so much. You have a great, great day.
[AGENT][NEUTRAL] OK, so typically I will say, oh thank you, I will say um they say it can take about 7 to 10 business days for claim information to process. Um, it doesn't always take that long. I'd say if you want to you can give us a call back maybe I would say between Wednesday and Friday, um, and there's no problem, you know, all we'll do is just check and you know the best thing that happens is we've got an answer for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, well, I appreciate that. I'll probably call on Friday just to give you an extra couple of days. Thank you so much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Sounds good. Well, I appreciate it. Yes, ma'am. Have a great night. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too.