AccountId: 011433970860
ContactId: d2c452d9-fb87-413b-872d-48b96b3be351
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319109 ms
Total Talk Time (AGENT): 118257 ms
Total Talk Time (CUSTOMER): 175062 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/d2c452d9-fb87-413b-872d-48b96b3be351_20250513T19:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hey Ms. [PII], um, uh, it's gonna be not a good call. My name is [PII]. I'm actually a general agent for ACL. Can you hear me OK?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, I hear you well. Can you hear me?
[CUSTOMER][NEUTRAL] I'm sorry, I, I, yeah, I, I ended up getting, uh, going on vacation and getting Bell's palsy three days ago, so I'm slurred a little bit.
[AGENT][NEUTRAL] Oh my.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yeah, sucks to get old, but I'm checking on a policy, and I'll give you the policy number and tell me when you're ready.
[AGENT][NEUTRAL] OK, [PII], what is that?
[CUSTOMER][NEUTRAL] Just checking on the claimant, it's 250-162-9, and the guy's name is [PII], [PII], and his date of birth is [PII].
[AGENT][NEUTRAL] OK. All right. Let me look up his policy.
[CUSTOMER][NEUTRAL] So the broker, yeah, sure, the broker ended up.
[AGENT][NEUTRAL] And, and [PII], what is the um
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I had what the best callback number or what?
[AGENT][NEUTRAL] The call back number and also the group number.
[CUSTOMER][NEUTRAL] OK, the callback number is [PII].
[CUSTOMER][NEUTRAL] And then let me get the group number for you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes sir, thank you.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] And you were saying something about um.
[CUSTOMER][NEUTRAL] And the group number is.
[CUSTOMER][NEGATIVE] Yeah, it's the broker that's involved with these claims, and I don't know why everybody likes to call me this because you guys are so nice. They should just call the [PII] number, but it's group group number 26. I know what are you gonna do 26574.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So 26574.
[AGENT][NEUTRAL] OK, let me look that through.
[CUSTOMER][NEUTRAL] Oh, actually I'm sorry it's 26521.
[CUSTOMER][NEUTRAL] 26521.
[AGENT][NEUTRAL] 21, OK.
[CUSTOMER][NEUTRAL] [PII] [PII], [PII].
[AGENT][NEUTRAL] All right. [PII] [PII]. OK.
[CUSTOMER][NEUTRAL] And they're not giving you the data treatment but they said they sent it in a couple of days ago.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] OK, alright, thank you, [PII]. I appreciate that um just real quick, do you know their address or their agent name?
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Yeah, I know their address. Hold on, let me just get back in there.
[AGENT][POSITIVE] OK, [PII], thank you.
[CUSTOMER][POSITIVE] Yeah, no problem, just give me a second.
[AGENT][POSITIVE] Yes, sir. Take your time.
[CUSTOMER][NEUTRAL] So the um well first of all, let me just get to this guy's name.
[CUSTOMER][NEUTRAL] First of all, it's for his dependent kid [PII], and the, and the address is, and the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, [PII], I appreciate it. Let me go ahead and pull up this policy real quick so we can get that claim status for [PII] for you.
[CUSTOMER][POSITIVE] Yeah, thank you.
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] OK. Oh, he only has one claim on file, so I'm guessing that's probably it. It was sent in on [PII].
[CUSTOMER][POSITIVE] I'm hoping so I mean he's a young kid, so I'm hopefully now it was something on the left.
[AGENT][NEUTRAL] OK. And it's [PII] DiMaggio Children's Hospital?
[CUSTOMER][NEUTRAL] There was something [PII].
[CUSTOMER][NEUTRAL] OK, uh huh.
[AGENT][NEUTRAL] OK. I'm looking at the claim and it does have a remark. Let me give you that remark.
[AGENT][NEUTRAL] OK, so it says.
[CUSTOMER][POSITIVE] Yeah, it's only gonna be one thing, no, no diagnosis problem.
[AGENT][NEUTRAL] Yes, sir. It's, it's.
[AGENT][NEUTRAL] It says in order to provide further consideration to this claim, please submit the following items, explanation of benefits from the primary insurance carrier for this service and the diagnosis for which the treatment was provided on this data service. Once we have received this information, we will continue processing this claim.
[CUSTOMER][POSITIVE] Yeah, I get it. I, well, you could, you could just put just check a box here and we'll process it. I just don't understand why people just can't figure out the two little things that we need to process the claim. It's, it's incredible. It really is.
[AGENT][NEUTRAL] Man, that's, that is the universal question for everybody.
[CUSTOMER][POSITIVE] I know you're preaching to the choir. I know, I know, I know it's, I know it's mind boggling. Alright, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a blessed day and I hope you get to feeling better. Thanks for calling APL. Yes, sir.
[CUSTOMER][POSITIVE] Thank you alright bye.
[CUSTOMER][POSITIVE] I'm working on it, thank you all right thank you bye bye.
[AGENT][NEUTRAL] Bye-bye.