AccountId: 011433970860
ContactId: da7de6cf-2c75-4c17-ac2d-58c92e1c9601
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228399 ms
Total Talk Time (AGENT): 90268 ms
Total Talk Time (CUSTOMER): 93666 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/da7de6cf-2c75-4c17-ac2d-58c92e1c9601_20250521T21:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I was trying to get [PII].
[AGENT][NEUTRAL] OK, do you know who is that [PII]?
[CUSTOMER][NEUTRAL] No, it just, that's what it said on the um.
[CUSTOMER][NEUTRAL] The a letter that I just got that
[CUSTOMER][NEUTRAL] For documents I've already submitted, but it said like, you know, extension 211 for the claim number so I was like I don't know I guess I'll call it and see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, well, I can help you with the claim. Can I get your name and your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], what is the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1836605
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] The address is um [PII]. The email address is [PII], and telephone number [PII].
[AGENT][NEUTRAL] Thank you ma'am. OK, are you checking on the claim for yourself?
[CUSTOMER][NEUTRAL] No, it's for my daughter [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. I've got Miss [PII] pulled up.
[AGENT][NEUTRAL] And what are the questions you had about your claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it would say like D like number 2 or whatever.
[CUSTOMER][NEUTRAL] But I just got the letters in today, so I might have already, I probably already handled it because I uploaded.
[CUSTOMER][NEUTRAL] The um itemized billing with like the diagnosis code and stuff on it but the letter I just got in the mailbox today so I didn't know.
[AGENT][NEUTRAL] OK, yeah, I think I helped you uh I think it was yesterday I helped you with these with these claims um can you give me the claim number that's on the letter and I'll look at it again and we'll we'll go over it together.
[CUSTOMER][NEUTRAL] Earlier
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] Well, um, it's 360-155-9, but
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If I'm just getting it today and I already talked to you, most likely it was probably in the wrong box since you have a new carrier, um.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Oh, OK, so you were able to call before you actually actually received the notification.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Right, they're coming in sporadically like I'm getting.
[CUSTOMER][NEUTRAL] One, you know, like one at a time.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, well then that's it. I I'll just disregard those other ones.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, alright, and if you get any more and you feel like it's one that we haven't gone over already or another um care team member hasn't been able to work with you on it yet, please feel free to pick up the phone and call us and we'll go over it again for you, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] All right sounds good thank you.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. I hope you have a blessed night and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] All right, bye bye.