AccountId: 011433970860
ContactId: 197e4a33-5184-4375-9c12-6ca8ff76738a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339100 ms
Total Talk Time (AGENT): 147251 ms
Total Talk Time (CUSTOMER): 138110 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/197e4a33-5184-4375-9c12-6ca8ff76738a_20250109T14:08_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you this morning?
[AGENT][POSITIVE] I'm pretty good. How are you?
[CUSTOMER][NEUTRAL] Pretty good. Um, I have got a broker's office online. Um, I was talking with [PII]. She is, she works with the broker who is Carmen Miller. Um, group is [PII], City of [PII], and they are calling about a claim for an insured. Um, the insured is [PII].
[CUSTOMER][NEUTRAL] Um, and policy is 2549551. Can you talk with [PII] more about the claim? OK, I'm gonna join you in.
[AGENT][POSITIVE] Absolutely. Yeah, sure. Thanks.
[AGENT][NEUTRAL] [PII], hi, my name is [PII]. I'm in the claims department and I understand that we are looking at uh a claim, um, let's see, it's 2549.
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You said it's for Napo it's for Napoleon, uh, what was his name again?
[CUSTOMER][NEUTRAL] [PII], but it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I see. OK, thank you. I'm just looking up here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 501 OK and what um.
[AGENT][NEUTRAL] Which data service are we looking for him? It's.
[CUSTOMER][NEUTRAL] The data of service, um, 10:25.
[CUSTOMER][NEUTRAL] Wait, it says payment date [PII].
[CUSTOMER][NEUTRAL] Mm, I know it's October.
[CUSTOMER][NEUTRAL] I just, I'm looking at a lot or bill. Let me see if I see something else.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 1 1124.
[CUSTOMER][NEGATIVE] That doesn't sound.
[AGENT][NEUTRAL] 1 11 2024.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, let's just see what we can find here.
[AGENT][NEUTRAL] Now, I don't have anything for [PII]. Um.
[CUSTOMER][NEUTRAL] Well, I'm looking, what do you have that's close to that time.
[AGENT][NEUTRAL] OK, um, do
[CUSTOMER][NEUTRAL] Because he doesn't.
[AGENT][NEUTRAL] I is there anything that you have, [PII], that has a, a claim number on it or um
[CUSTOMER][NEUTRAL] Um, a claim num, well, what I sent to you or?
[CUSTOMER][NEUTRAL] Claim number.
[CUSTOMER][NEUTRAL] I have a confirmation number from Labor. I have payment date.
[CUSTOMER][NEUTRAL] Uh, what else, what else?
[CUSTOMER][NEUTRAL] And Atla Atlas infectious disease, patient number, patient ID would that help?
[AGENT][NEUTRAL] Um, no, uh, OK, so, uh,
[AGENT][NEUTRAL] Let's see. So for [PII], I don't have anything at all. Um,
[CUSTOMER][NEUTRAL] 675.
[AGENT][NEUTRAL] For [PII], I don't have anything at all now. I do have um uh labs uh in [PII], um.
[AGENT][NEUTRAL] Uh, that seems to be, uh, and those were paid. Uh, there are, uh, there were, there was a, uh, uh, a claim, um, for, uh, September.
[AGENT][NEUTRAL] Uh, of, um, for Laboratory Corporation of America. Now, that, um, there were multiple claims for the date of service, [PII], and we paid those.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Now, a check went out to Labor for that data service that would have been [PII].
[AGENT][NEUTRAL] So the so the only thing that I have for uh [PII] is um is that one claim.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] For the data service [PII], but and it and it is for labs, it's certainly for labs and it was paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and it was paid to Labor.
[AGENT][NEUTRAL] That's correct, yes. Um, they, uh, were asking for $431.36. Um, that is what we sent them. We sent them a check for that. Uh, so, but that's, that's really the only thing that I've got. Um, he just doesn't have any other claims, uh, that are, you know, for any other day of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, because I'm looking at what I uploaded on your portal. Um, I'm looking at the documents I uploaded and there isn't really any date of service.
[CUSTOMER][NEUTRAL] So I'm wondering what else they send to you that they didn't pass through me, but if there was a claim.
[CUSTOMER][NEUTRAL] Um, for 431 36 and you guys paid it. This one looks like 447621.
[CUSTOMER][POSITIVE] Um, I'll reach out to Labor and see if they have outstanding bills yet, but that was really helpful. Thank you so much.
[AGENT][POSITIVE] OK, if there's anything else to help with, thanks for contacting ATL. Have a good.