AccountId: 011433970860
ContactId: ed038cac-fcaf-4ba7-ad6c-c81873c9abd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335619 ms
Total Talk Time (AGENT): 129258 ms
Total Talk Time (CUSTOMER): 136791 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ed038cac-fcaf-4ba7-ad6c-c81873c9abd5_20250519T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII] and I'm calling because I talked, um, I talked, um, with [PII] on [PII]. Well, she called me because she has some questions, and then, um, so she said that pretty much you guys have everything what you need from me. She said to call back um on a week, so which was the uh.
[CUSTOMER][NEUTRAL] 12, um, that, um, I forgot to call, so, um, and I, I'm calling right now to see what's going on with my claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you. What is the policy number or claim number?
[CUSTOMER][NEUTRAL] Uh, the policy number is
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] It's, uh, policy number 254-888-84.
[AGENT][NEUTRAL] Let me pull this up here. Give me just a moment.
[AGENT][NEUTRAL] Can I verify please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, [PII], I need to verify please your address and email.
[CUSTOMER][NEUTRAL] Address [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Or I think you have my [PII] aton.net.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright, let's see here.
[AGENT][NEUTRAL] All right, so it looks like the recent claim that was submitted, it's showing around [PII]. It looks like it's still under review by a medical doctor, the claim itself, so no decision has been made as of yet on the claim.
[CUSTOMER][NEUTRAL] Um, and, uh, what you said was it waiting for what?
[CUSTOMER][NEUTRAL] For a medical
[AGENT][NEUTRAL] Um, yeah, so it's under review by um a doctor, um, just reviewing the claim. And so they haven't made, it's not requesting any additional information or anything like that. It's just still in progress.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK, but it's not that you guys, uh, so when you say medical or medical from your company or medical from my end?
[AGENT][NEUTRAL] Uh, from the company.
[CUSTOMER][NEUTRAL] A doctor. Oh, for the company, OK, so I don't need to do anything right now.
[AGENT][NEUTRAL] No, no, you don't need to do anything. Hopefully, it'll be processed uh sometime this week. It looks like it's been under review for a little time, so.
[CUSTOMER][NEUTRAL] Usually like how long it takes, you know?
[AGENT][NEUTRAL] They usually ask for 10 to 12 business days uh for those things to be processed, so, um, I would give it a couple more days before checking back. Do you have access to the online service center because you can check in there too.
[CUSTOMER][NEUTRAL] Yes, well, I, I was trying to check that like I was uh.
[CUSTOMER][NEUTRAL] Trying to see where you can um check like um
[CUSTOMER][NEUTRAL] Like new information that um
[CUSTOMER][NEUTRAL] It just say uh on my claim, but it doesn't have like.
[CUSTOMER][NEUTRAL] To check
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like status, you know?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I don't know where to check like status.
[AGENT][NEUTRAL] So if you log in.
[CUSTOMER][NEUTRAL] I mean he doesn't have uh.
[AGENT][NEUTRAL] If you log into the portal usually it will tell you once the claim has been processed, you should get a notification um but if it was paid or denied it'll say in there exactly that um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Once it's been completely processed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, OK, yeah, I see where it says spending, is that what you mean?
[AGENT][NEUTRAL] Yeah, so right now it says pending, but like I said, when once it's been processed, they would tell you if it was approved or denied.
[CUSTOMER][NEUTRAL] Oh, OK, OK, yeah, when I talked to April, she said that it should be, uh, I mean like a week or something because it's been there for, I mean, like you say, like the time, but I guess that's I'll wait, I'll wait on this week then.
[AGENT][POSITIVE] Yeah, just give it a few more days, um, and hopefully it should be processed by then. Did you need me to check anything else for you?
[CUSTOMER][POSITIVE] Not right now, thank you for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.