AccountId: 011433970860
ContactId: db872761-b340-4c57-8eb1-6baae7e7f83b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292850 ms
Total Talk Time (AGENT): 42519 ms
Total Talk Time (CUSTOMER): 115195 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/db872761-b340-4c57-8eb1-6baae7e7f83b_20250421T18:32_UTC.wav
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[CUSTOMER][NEUTRAL] Video group chat
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help
[CUSTOMER][NEUTRAL] Yes, hi. Um, my name is [PII], and I was calling because, OK, so I started a a cancer claim for my husband back on [PII], on [PII], and so they requested um a physician statement. I sent that in on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, like, I, I understand that it takes a little longer, I guess for these claims like my other insurance companies don't take this long, but I guess, you know, some companies do.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] But um,
[CUSTOMER][NEGATIVE] So it's, I think it says it's pending or something. I, I don't know, but I, I'm just trying to find out. I think it's just a little bit ridiculous, it's taking this long.
[AGENT][NEUTRAL] OK. Sure.
[AGENT][POSITIVE] I understand. Absolutely.
[AGENT][POSITIVE] Sure, OK, so I can definitely get that pulled up. We can check on that, um, [PII], can I get a good call back number for you first in case we're disconnected?
[CUSTOMER][NEUTRAL] think that
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, uh, do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1415882 and it's under my, it's through my the company my husband is working up under.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like, so they're from there so.
[AGENT][NEUTRAL] All right, and I'm just gonna verify some information really quick. Um, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then can I get your mailing address?
[CUSTOMER][NEUTRAL] Listen, I mean.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect. Uh, last thing I need is the email address that we've got on file for you. Um, looks like, um, uh, Yahoo account, excuse me.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information, [PII].
[CUSTOMER][NEUTRAL] Sorry, you
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Call
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] I didn't the whole
[CUSTOMER][NEUTRAL] And you
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Which is
[CUSTOMER][NEUTRAL] with
[CUSTOMER][NEUTRAL] I was uh
[CUSTOMER][NEUTRAL] Or boyfriend and so we kept trying.
[CUSTOMER][NEUTRAL] far
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I have to so.