AccountId: 011433970860
ContactId: 1891f40f-ce29-4828-9219-667575e86797
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354350 ms
Total Talk Time (AGENT): 129096 ms
Total Talk Time (CUSTOMER): 104130 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1891f40f-ce29-4828-9219-667575e86797_20250610T19:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you said [PII], you're breaking up a little bit.
[AGENT][POSITIVE] Yes, correct, [PII]
[CUSTOMER][NEUTRAL] OK. And it's CCL is who I'm calling?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] You said it was CCL I was calling?
[AGENT][NEUTRAL] APL.
[CUSTOMER][NEGATIVE] Oh APL sorry you were breaking up a lot.
[AGENT][NEUTRAL] That's OK. Sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I um am actually calling to check to see if you guys got a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, what was your name, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] I'm sorry, uh, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I go ahead and get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is.
[CUSTOMER][NEUTRAL] 02544684
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Data services 5 1625.
[AGENT][NEUTRAL] OK and then do you
[AGENT][NEUTRAL] Have that build out.
[CUSTOMER][NEUTRAL] Uh, 2 $23,947.
[AGENT][NEUTRAL] I'm sorry that was 223,947 even.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][POSITIVE] OK. All [PII]. Thank you. One moment, please.
[AGENT][NEUTRAL] OK well I do not have any claims on file for that amount uh for the state of service for this number.
[CUSTOMER][NEUTRAL] OK. Do you have any claims for this data service?
[AGENT][NEUTRAL] I do um what was the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] I wonder if
[CUSTOMER][NEUTRAL] It's [PII]. They might have builded it out differently because.
[CUSTOMER][NEUTRAL] I'm wondering if they just filled it out for the allowed amount.
[AGENT][NEUTRAL] OK, well I, I don't have any claims on file for that date of service from this provider so it doesn't look like we've received anything from y'all.
[CUSTOMER][NEUTRAL] OK, where are you
[CUSTOMER][NEUTRAL] Where do I send claims to? Can they be faxed or mailed or?
[AGENT][NEUTRAL] Sure, oh yeah, I've got a mailing address fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that mailing address, sure, uh, mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] I'll take [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then that fax number whenever you're ready.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then that payer ID is 60801.
[CUSTOMER][NEUTRAL] One more time. I'm sorry you cut out a little bit.
[AGENT][NEUTRAL] Oh sorry uh 60801.
[CUSTOMER][NEUTRAL] OK. Do you mind holding for one second? I wanna make sure, see if we sent it and if it, you know, did not get rejected because
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][POSITIVE] Interesting.
[CUSTOMER][NEUTRAL] I wonder if they drop, they must have dropped this to paper and mailed it.
[CUSTOMER][NEUTRAL] All right, I will get that sent back over to you guys.
[AGENT][POSITIVE] OK, sounds good. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no. Is there a reference number?
[AGENT][NEUTRAL] Uh, it would just be my first name, uh, last initial and today's date, and so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.