AccountId: 011433970860
ContactId: f64c4bbd-bada-4576-b738-bc83b2934a8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196960 ms
Total Talk Time (AGENT): 87935 ms
Total Talk Time (CUSTOMER): 42308 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/f64c4bbd-bada-4576-b738-bc83b2934a8f_20250606T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to check the status of the claim.
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's gonna be [PII].
[AGENT][POSITIVE] Thank you and I can definitely check that claim for you. Uh, do you have that policy number?
[CUSTOMER][NEUTRAL] That is 02300419.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data service is [PII] for $279.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[AGENT][NEUTRAL] What was the name of this provider's office, [PII]?
[CUSTOMER][NEUTRAL] It is curators of the University of Missouri.
[AGENT][NEUTRAL] OK perfect so I did find this claim, uh, looks like we paid a benefit of $75 which did meet their maximum benefit payable for this state of service.
[CUSTOMER][NEUTRAL] Alright, and do you have a claim number?
[AGENT][NEUTRAL] Yes, uh, that is 3603.
[AGENT][NEUTRAL] 076.
[CUSTOMER][NEUTRAL] OK, and do you know when that was paid?
[AGENT][NEUTRAL] Uh, give me just a minute. Let me get that for you. I can give you that check as well whenever you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, that is 20.
[AGENT][NEUTRAL] 453-33.
[AGENT][NEGATIVE] I'm showing here that was issued on [PII]. It is, uh, currently has not cleared, so after it if it's been over 30 days from the issue date and you still haven't received it, we can get this check voided and reissued to you.
[CUSTOMER][NEUTRAL] OK, do you know if it went to a PO box?
[AGENT][NEUTRAL] Um, I do not, um, if you needed a different address or the correct address, you can send us a, um, oh goodness, a W-9.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, well I will just give it a little bit more time since it hasn't been 30 days and if for some reason we don't give it I'll give you a call back.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Sounds good. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Nope, that's gonna be it thank you very much have a great weekend.
[AGENT][POSITIVE] All right, yeah, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.