AccountId: 011433970860
ContactId: f056b072-5e2a-4807-bc16-35d25ddc7545
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413380 ms
Total Talk Time (AGENT): 195342 ms
Total Talk Time (CUSTOMER): 161464 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f056b072-5e2a-4807-bc16-35d25ddc7545_20250408T17:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling to check on a claim that was submitted, um.
[CUSTOMER][NEGATIVE] And I've not received anything back from them. Um, I submitted the claim the same day as I submitted my husband's claim, and he has received his check, but I have not.
[AGENT][POSITIVE] OK, I can definitely check on that claim for you. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The policy is under my husband's name [PII]
[AGENT][NEUTRAL] Got it. OK, and then [PII], 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?
[CUSTOMER][NEUTRAL] I do 00538176.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right, I'm just gonna verify some information really quick.
[AGENT][NEUTRAL] Date of birth
[CUSTOMER][NEUTRAL] OK, you're breaking up really bad. I'm sorry.
[AGENT][NEUTRAL] Oh, right, 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] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. All right, one moment please.
[AGENT][NEUTRAL] And this was supposed to be for the uh intensive care policy, correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I am not showing that we have received anything for you. Uh, the last information we received was in [PII]. So how was that information submitted to us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It was sent in a separate envelope than my husband's.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it was, you know.
[CUSTOMER][NEUTRAL] Everything in there just like my husband's and I did it in a separate envelope because
[CUSTOMER][NEUTRAL] I don't know. I just did.
[AGENT][NEGATIVE] Sure, no, no, no, yeah, that's perfectly fine, um, maybe it just hasn't gotten to us yet. It could have gotten separated. I'm not quite sure, um, but I'm definitely showing we've not received anything again since [PII].
[CUSTOMER][NEUTRAL] That's crazy. OK.
[CUSTOMER][NEUTRAL] Alright, you're showing [PII] so if.
[CUSTOMER][NEUTRAL] If I remember right, can I go back and it's uh submit the claims for 23 and 24 if I did my preventive uh care?
[AGENT][NEUTRAL] Absolutely. OK, so that's what I was wanting a clarification on just to make sure. And I did just check. So you do have a cancer policy and an intensive care. So I see a couple that we've received, um, well, now there's the one for [PII], for the cancer policy that we did pay.
[CUSTOMER][NEUTRAL] Uh, you know what, um,
[CUSTOMER][NEUTRAL] Yeah I'm sorry, I did, you said intensive care and I thought, wait a minute, I was wrong. It is on our cancer policy we did the preventive care, OK.
[AGENT][POSITIVE] No, that's all right.
[AGENT][NEUTRAL] Sure, yeah, that's perfectly fine, um, and again I did just check uh for good measure and so for that one again I'm not the last thing we received was [PII] um so this policy was effective since [PII], so anything and it does look like we've received regular things um up until [PII] so anything from then until now you are more than welcome to submit that.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so you're not showing the last one, but you did get [PII]. OK.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] That's on me that you're showing [PII]. What about [PII]? Um, he doesn't have mammograms yearly, of course, but I was thinking that I had submitted his last, uh, colonoscopy.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the last date uh before this last claim on [PII], what was the last claim that you showed on him?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see that was received [PII] but let me look at the date of service.
[AGENT][NEUTRAL] OK, so the last one we got was [PII] was that date of service for a colonoscopy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And
[CUSTOMER][NEUTRAL] If he goes in for a full body check for dermatology that counts as well, does it not?
[AGENT][NEUTRAL] Um, let me verify that. Give me just a moment. Sometimes they are a bit specific as to what would be, uh, counted under that, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Diagnostic benefits. Let me check.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you need it, I can definitely send you a copy of this policy if you don't already have it. Um, it does go through, um,
[CUSTOMER][NEUTRAL] You know, I
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][POSITIVE] No, no, no, that's all right. I was just gonna say it's very easy to read, not just a bunch of jargon, but it does go through, uh, specifically what is and is not covered dollar amounts, frequencies, things like that.
[CUSTOMER][NEUTRAL] You know, I really don't know that I have that policy current and it would be great if I did.
[AGENT][POSITIVE] Absolutely I can get that sent to you um I can email that if uh that's easier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] Actually, the paper copy would be better um if that's OK living out in the country, it is very hard to get. OK, good.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, that's perfectly fine.
[AGENT][NEUTRAL] I understand. That's how I grew up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's see. Internet was a luxury, yes, exactly.
[CUSTOMER][MIXED] I love it, but there are disadvantages.
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Alrighty, so I do not see that as a covered diagnostic and or prevention test. Um, it does, there are about there are 15 that are covered, so, um, I can send this to you so you've got all of that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] Alright, good deal.
[AGENT][POSITIVE] All righty. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK, well, I will
[CUSTOMER][NEUTRAL] No, I will pull out this last paperwork and submit that and if I can pull out my others I thought I was staying on top of that. Can I send it in the same envelope?
[AGENT][POSITIVE] Of course, yeah, that's perfectly fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I have to fill out a claim form for each one or will one claim form cover all of them? OK, alright.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It would have to be for each person, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, not a problem, OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, [PII]. I appreciate it. Thank you.
[AGENT][POSITIVE] Yes ma'am, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.