AccountId: 011433970860
ContactId: 029b98e4-b8e0-4b80-a040-c9471a4d414a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378290 ms
Total Talk Time (AGENT): 159043 ms
Total Talk Time (CUSTOMER): 161409 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/029b98e4-b8e0-4b80-a040-c9471a4d414a_20250224T22:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, is it [PII] or?
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK, [PII]. OK. Hi [PII]. This is [PII], and I just have a few questions about um a claim that I had submitted.
[AGENT][NEUTRAL] OK, I could take a look at that claim.
[CUSTOMER][NEUTRAL] In [PII], can you please call the office or come by the office? I'm sorry, um, what was that?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] That's right. I was just saying I could look at that claim for you. Um, can I get a good call back number from you first, [PII], just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. um [PII].
[AGENT][NEUTRAL] Alright, thank you. And then uh do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] Um, let's see, it is um 02168706.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm just gonna verify some information real quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Perfect. Last thing I need is the email address we've got on file for you. uh, looks like it is through your employer.
[CUSTOMER][NEUTRAL] Um, so that one would be um [PII].
[CUSTOMER][NEUTRAL] Um, at [PII].
[AGENT][POSITIVE] Perfect, thank you so much for verifying that information. Alright, give me now was this claim for you or was this for [PII]?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Uh, for myself.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alrighty, give me just a moment. I see a couple that we received on [PII].
[AGENT][NEUTRAL] Bear with me just a moment.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for
[AGENT][NEUTRAL] One of them and I can give you both of these claim numbers if you need that. I'm showing this one is for the date of service of [PII].
[AGENT][NEUTRAL] At uh Artesia General Hospital and it looks like we're missing some information here. Um, so the first thing that we need are the dates and times of admission and uh discharge from the hospital.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And we also need.
[AGENT][NEUTRAL] Yeah, that and then the diagnosis codes for the date of service and you can get all of that information from the provider's office that you went to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And that's all I need?
[AGENT][NEUTRAL] Um, I just looked at the one time, so let me look at the other one right quick. Give me just a moment.
[CUSTOMER][NEGATIVE] Well, I have to submit it in two separate um emails because um or two separate um attachments because it wouldn't let me send it as one.
[CUSTOMER][NEUTRAL] Attachment.
[AGENT][NEUTRAL] I see, OK.
[CUSTOMER][NEGATIVE] I said it was too bad.
[AGENT][NEUTRAL] No, no, that's perfectly fine. OK, so yeah, that looks like that's all the information that it's needing um it's gonna be those dates and times for admission and discharge and then those diagnosis codes.
[CUSTOMER][NEUTRAL] OK. And diagnosis.
[AGENT][NEUTRAL] I'm trying to think [PII], is that the UFO place?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, thank you that was bothering me. I was like, why does that stick out so much?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, um, uh, [PII], that's what they say is uh a little ship landed or something or crashed.
[AGENT][NEUTRAL] Mhm. My brother-in-law is obsessed with all of those conspiracy stuff, so I knew that one.
[CUSTOMER][NEUTRAL] Yes, we've been, I mean, people, they've even mentioned us on movies and stuff.
[AGENT][POSITIVE] I bet that's funny. All the tourists just coming to look.
[CUSTOMER][NEUTRAL] I like to
[CUSTOMER][NEGATIVE] Yeah, and I'm like, it's not.
[AGENT][NEUTRAL] All right, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah, I'm like it's not a big deal. It's, I mean, I hope it's not a letdown, cause I mean, I don't even, I live here, I've lived here all my life and I've never really visited the
[AGENT][NEUTRAL] Don't let them know that just let them have some excitement.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah, I'm like, um, OK. Yeah, cause
[AGENT][POSITIVE] That is so funny.
[CUSTOMER][NEUTRAL] Yeah, I'm just like, OK, whatever.
[AGENT][NEUTRAL] I'm too busy with real life.
[AGENT][NEUTRAL] Alright, Ms. [PII], did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Um, no, ma'am. So then I just get the they should give it to me on like a paper, right?
[CUSTOMER][NEUTRAL] Um, I had, I think the, the discharge papers, but I didn't have them.
[AGENT][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Admission. I don't remember doing that. I mean, I think I did, but
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it
[AGENT][NEUTRAL] You can ask them for it and if they have any questions they're more than welcome to give us a call um we do talk to providers all the time you could just give them this information and if they need us to we can explain what we need.
[CUSTOMER][POSITIVE] OK. Yes, ma'am. Thank you. I appreciate you so much. Thank you. Yes, ma'am.
[AGENT][POSITIVE] Alrighty, of course, definitely, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, ma'am. You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.