AccountId: 011433970860
ContactId: 197f43eb-7a2d-487a-8eb2-dd24bfb11435
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202520 ms
Total Talk Time (AGENT): 102581 ms
Total Talk Time (CUSTOMER): 118167 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/197f43eb-7a2d-487a-8eb2-dd24bfb11435_20250529T15:05_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, this is [PII] calling from Kimberland Family Medical. I actually had just called and spoke about a claim for a patient and I was wondering if I could ask if there was another way I could submit resubmit these claims.
[AGENT][NEUTRAL] OK. Well, I do need to have the, uh, the policy number. Uh, we have different uh ways to, to submit for different policies. Um, what is that policy number, please?
[CUSTOMER][NEUTRAL] Work on the
[CUSTOMER][NEUTRAL] I found that
[CUSTOMER][NEUTRAL] The patient's policy number, well, give me just a second, I have the wrong patient pulled up. Alright, policy number is going to be 259-053-9.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] with the date of birth of [PII]. Of course, so my callback number is [PII] I'm sorry [PII].
[AGENT][POSITIVE] Thank you. And if I could just uh have a callback number please in the event that we're disconnected.
[AGENT][NEUTRAL] OK, thank you. Um, [PII], what's, uh, which policy are we looking at? Um, I mean, what, excuse me, which, uh, claim are we looking at? What date of service?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I have two dates of service. One is [PII] and the other is [PII].
[CUSTOMER][NEUTRAL] Um, so we actually have submitted both of these claims electronically and to the PO box that was provided to me though, um, on my last call. Is there any way that we could fax these claims?
[AGENT][POSITIVE] Absolutely. Um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We actually have uh several other ways of of doing this, um, so if you wish to fax it our fax number is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] look at it.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] [PII], and again, um that's [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] and then
[CUSTOMER][NEUTRAL] and
[AGENT][NEUTRAL] We also have an online service center.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And you can submit your claim that there and we receive it automatically. Um, it is [PII].
[CUSTOMER][POSITIVE] It's pretty convenient on that.
[AGENT][NEUTRAL] [PII] so that's a [PII] and you can submit your claims to that um and uh then we get them immediately you can also track them that way so that's also a good way to to do that if you wish to track your claims as well um but uh.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Filing a
[AGENT][NEUTRAL] Usually it takes about 8 to 10 business days for us to process that. So either one of those two ways would be a great way to get a claim into it.
[CUSTOMER][NEUTRAL] to mention that
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] All right, thank you so much and could I have your name and a reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else at all that I can help with?
[CUSTOMER][POSITIVE] No ma'am, that is perfect thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting HBO. You have a good day.