AccountId: 011433970860
ContactId: 0ea1651b-2389-4be4-9d54-5e7610552af1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161380 ms
Total Talk Time (AGENT): 70521 ms
Total Talk Time (CUSTOMER): 55903 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0ea1651b-2389-4be4-9d54-5e7610552af1_20250617T17:56_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hey, [PII], um, um, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, and I submitted the claim, uh, a few weeks ago for an ambulance bill from last year.
[CUSTOMER][NEUTRAL] And they sent me an explanation of benefits telling me that I need to submit um.
[CUSTOMER][NEUTRAL] My primary explanation of benefits.
[CUSTOMER][NEGATIVE] And I can't figure out how to do that online.
[AGENT][NEUTRAL] OK, OK. There, there are other ways to do it, uh, [PII], but, um, what's, uh, what is your policy number? Let's look that up and, and see what we can do about getting that for you.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 45
[CUSTOMER][NEUTRAL] 645 9
[AGENT][NEUTRAL] Thank you. And if I could just verify your um date of birth and a phone number, sir.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, date of birth is uh [PII].
[CUSTOMER][NEUTRAL] And uh the number on file probably is uh [PII].
[AGENT][NEUTRAL] Thank you very much. Now it looks like you had a policy with us uh that lapsed as of [PII], which is fine. Um, it's just that that's why you're not able to uh go online. You won't be able to go online to submit it because, so, uh, let me give you our mailing address or would you like our fax number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, mailing address yeah.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Alright, [PII].
[AGENT][POSITIVE] That's correct. In [PII] City, [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And our zip code.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]. Now it's, um, is this the only claim that you needed to submit to us?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, OK, well, once we get that, it usually takes about 8 to 10 business days to process. But if you will mail that to us, your EOB to us, then we can go ahead and finish uh processing your claim.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Well thanks very much.
[AGENT][POSITIVE] Well thank you for contacting ATO. Have a good afternoon.