AccountId: 011433970860
ContactId: e26f64b8-f38a-4725-9f86-14bdd454d7bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466149 ms
Total Talk Time (AGENT): 240132 ms
Total Talk Time (CUSTOMER): 196822 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e26f64b8-f38a-4725-9f86-14bdd454d7bc_20250513T16:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. I was actually calling because I have a couple of claims that I want to send through, and I think I called about a month ago, and the lady was telling me I could do it online, but
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm kind of having some, some trouble, but I'm asking this, so basically like I had recently went to the emergency room and I had an ambulance ride and I've got the bill that they came in. So basically, I just take that and upload it and send it to y'all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, that's correct, um, so you were able to successfully create an account?
[CUSTOMER][POSITIVE] Yes, yes, I, I, I, I gotta remember my password. I probably got recreate, but I, I got it, I can create it, yes ma'am.
[AGENT][POSITIVE] Sure, awesome. OK, if you don't mind, I'm gonna get your policy pulled up so I can see exactly, we have a couple of different kinds of um medical policies, and one does require a bit more information. um, so what was your first name please?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] Thank you and then uh before we go any further, uh, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am, but I can give you any of the information that can help.
[AGENT][NEUTRAL] Sure I could start using your social.
[CUSTOMER][NEUTRAL] OK, you need the last 4 or you need the whole social?
[AGENT][NEUTRAL] It would be the whole social.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information really quick. Uh, [PII], 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] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we have on file for you. Uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, did y'all have the Yahoo account or do you have the Gmail account?
[AGENT][NEUTRAL] It is a Yahoo account.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Awesome thank you for verifying all of that. OK, so this is for your accident policy so that being said um well you do have that information we need that itemized statement, um, you know, and then if there's any codes uh on there that's perfect. um, the only additional information we would need is of course uh details about what happened um so on the website you'll see where you can access the claim forms and of course for this one you would select accident.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And in that there will be an area where you can detail what happened and that's really all that we would need you would just upload it right there on the website um I will say it does have to be on a desktop or a laptop as currently our website doesn't have support for mobile devices just so that you are aware.
[CUSTOMER][NEGATIVE] That's the problem.
[CUSTOMER][NEUTRAL] Yeah, yeah, it looked at when I was going to it, it looked like it was off to the left and I was like, what's going on? And that makes sense then. OK. OK. And also too.
[AGENT][POSITIVE] Yes it is, it's getting some I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, no, no, go ahead, you said getting some what?
[AGENT][NEUTRAL] Uh no, I was just saying, um, it's undergoing some changes right now as we speak so hopefully all of that will be resolved in the near future.
[CUSTOMER][NEUTRAL] Also to, um, my, I'm pretty sure, but does it show my wife being on my policy too?
[AGENT][NEUTRAL] Yes, sir, um, I've got, uh, your wife [PII] and then 4 dependent children.
[CUSTOMER][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, OK, OK, because she had recently too and I was looking at one of her teeth had got chipped, she had to have oral surgery like kinda like immediately.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh I was basically what I'm looking at is that last time I called, ladies like, you've had this for two years, but you never used it. I'm like, I don't know how to use it. I mean, I know it's accidental. And I'm like, so she's like, just send it through anyway. And if there's any questions or something that we have, and that's what I'm really trying to do because I'm not trying to drop the benefit from my job, but I'm like, I've never used it because I don't know how.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right, yeah, so you're paying for this policy might as well get what you can from it absolutely, um, so that's generally going to be the rule of thumb uh if nothing else, go ahead and send that itemized statement for any kind of um accident treatment for you, your spouse or your children, um, and if we need anything further, we'll let you know and it wouldn't be a denial it's just, hey, we also need this and then we can continue processing. Yes sir.
[CUSTOMER][NEUTRAL] Because you know, actually, you know what I mean?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Read this, OK.
[CUSTOMER][NEUTRAL] Cause after this accident, I went to the, the chiropractor and I have that bill too. Do I send it to this, they just, yeah, yeah. The more the better, correct?
[AGENT][NEUTRAL] Yes, uh, I mean the worst we're going to say is sorry that's not covered, you know, but you can, you're more than welcome to send us anything and you know again more information is required we'll let you know and you know best case scenario you get some money back.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] OK, OK, OK, thank you. Well, I'll, I'll do that, um, when I get home tonight. I'll do that when I get home and if I got any problems, I'll just call back.
[AGENT][POSITIVE] You are very welcome.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That sounds great um because it can be very confusing. I will also say Hermit um if it's something you're comfortable with on our website you can also set up direct deposit uh for claims um if you put in that information of course you'll get that in a matter of days if not we would just send you a paper check in the mail.
[CUSTOMER][NEUTRAL] OK, and on the website too, does it show up because my job printed out one, but I, I don't have it. Does it show all because it was, it showed like thing like, you know, for, uh, emergency room, you know, $100 but does that website show that and I'm just throwing numbers in there. Yes, ma'am.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, your benefits.
[AGENT][NEUTRAL] Sure, yeah, you're talking about your overall benefits um that information should be on the website, but if you would like I can also just send you, um, and I can email you a copy of your policy just so you do have it kind of, you know, clear cut and dry here's what it is kind of thing.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEGATIVE] OK, please could you um send it to a different email, uh, and the reason I say that is is because I'm getting so much junk in that email I can't keep up with it and I probably miss it.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I understand. Oh, I've had to do that too. I've got about 4 that I keep. Some are just beyond saving it seems, um.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, what was the email you wanted me to send this to you?
[CUSTOMER][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So my last name [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am. [PII], yeah, I'm sorry, [PII]. Yes ma'am.
[AGENT][NEUTRAL] OK. Yes, sir.
[AGENT][POSITIVE] OK, wanted to make sure if some of those letters sound similar. Alrighty, I will go ahead and get this sent to you, um, and yes, if you've got any questions throughout the whole process, don't hesitate to give us a call and we'll help you out. Um, did you have any other questions for me at the moment?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I don't.
[AGENT][POSITIVE] Alright, well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's oh I can hang up.