AccountId: 011433970860
ContactId: ea0ee651-36f2-4efa-8b51-f32b03eca826
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279750 ms
Total Talk Time (AGENT): 136456 ms
Total Talk Time (CUSTOMER): 126925 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/ea0ee651-36f2-4efa-8b51-f32b03eca826_20250404T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have an insured on the line that has some questions about filing a claim, um, so she's got issues with getting invoice, an invoice from the provider. Um, I don't know if we can help her in any way, but, uh, I don't know how to help her if we can.
[AGENT][NEUTRAL] Yes, I I understand. What's her policy number and I can help her.
[CUSTOMER][NEUTRAL] One of, well, you know what, that's her husband's. I apologize. I got.
[CUSTOMER][NEUTRAL] I didn't get hers I had her husband's, but it's uh 448-353.
[CUSTOMER][NEUTRAL] She was having a billing issue and I was helping her with that and I only got that one number.
[AGENT][NEUTRAL] 448353.
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] But the one you're getting is [PII] and the last name is [PII].
[AGENT][NEUTRAL] OK, so Miss [PII]'s on the phone and she has questions about um filing a claim.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am, and the number on the screen is her callback number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK awesome thank you so much, you could put her through.
[CUSTOMER][NEUTRAL] OK. Yes, ma'am, one moment.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have [PII] on the phone and she's gonna help you with that claims process.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yes, ma'am. Have a great day.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Hi miss that, this is [PII] in the care team. So I understand you need a little help filing a claim, is that correct?
[CUSTOMER][NEGATIVE] Yes, I, I never can get the people that do my mammogram to to give me anything that I can send them to y'all.
[AGENT][NEUTRAL] Yes ma'am, I under.
[CUSTOMER][NEUTRAL] I haven't seen anyone for years.
[AGENT][NEUTRAL] Uh huh, OK, I can help you. Are you wanting to file on your intensive care policy or are you wanting to file on your cancer policy?
[CUSTOMER][NEUTRAL] I'm assuming it would be my cancer policy for a mammogram.
[AGENT][POSITIVE] OK, alright, I can help you with that so um.
[AGENT][NEUTRAL] Are you signed up on the online service center? Are you guys signed up on it?
[CUSTOMER][NEUTRAL] No, ma'am. We just have phones. We don't have, you know, a computer or anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you will need to go to a website to get the claim form, um, let me give you.
[CUSTOMER][NEGATIVE] I've got, I have, I have claim forms. I just can't get them to give me anything that shows me what I owe.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I mean what I, you know, what it cost for me to get it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so you can't get the, the doctor's office that you went to to give you information about your.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] Yeah, they, they, they say we don't do, we don't do it here. They do it over, you know, somewhere else and they will mail it to you. They have never, ever mailed me one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've been, I mean, you know, I'm old and I've had this policy for a long time.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Um, yeah. So, the doctor's office, um, may need you to go down and sign a release of medical information. They may need you to sign something like that so they can give it to you, but they should give you your itemized statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's what it's called is an itemized statement.
[CUSTOMER][NEUTRAL] I know, but
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And, and if I can't get one, will, will y'all accept, you know, what the thing that I get from Medicare saying I had your mammogram and
[AGENT][NEUTRAL] And they, if you
[CUSTOMER][NEUTRAL] That, you know,
[CUSTOMER][NEGATIVE] That pain, you know, that shows you know what it was charged and all that kind of stuff on it.
[AGENT][NEUTRAL] Um, that question, I just don't know because we're not associated with Medicare at all.
[AGENT][NEUTRAL] This is yeah this is the policy that's different from that so we would, we would have to have that itemized statement and it might just be a situation where they just need you to sign something saying that they'll release the records to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. I'll try again next time I go get another one.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, Miss [PII], I, I'm gonna wish you the best of luck. Everything's gonna go fine for you. I'm gonna claim it right now. You're gonna be able to get that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Well, I tell you, if everything else, if it goes like everything else has been going in [PII], I won't get it.
[AGENT][POSITIVE] Oh bless your heart.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Mhm.
[AGENT][NEUTRAL] Mm bye-bye.