AccountId: 011433970860
ContactId: 2e62bda3-94d7-41c5-81c8-6cc49441aae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205440 ms
Total Talk Time (AGENT): 101244 ms
Total Talk Time (CUSTOMER): 72507 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2e62bda3-94d7-41c5-81c8-6cc49441aae0_20250611T13:20_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from um Southeast, I'm sorry, OBGYN Center. I'm not sure if I got the right department. I need to check the status on a medical claim.
[AGENT][NEUTRAL] I can help with a claim. Uh, [PII], what's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02100361
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII] I mean [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number please so I can have in the event that we disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Let me, I'm just looking this up right now.
[AGENT][NEUTRAL] OK,
[AGENT][NEUTRAL] What is the data service for this?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] the.
[AGENT][NEUTRAL] doesn't have any claims at all. They had a policy going back to [PII], that's what I asked.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] Do you, um, do you have me on, do you have me on speaker or something? You're like really really muffled.
[AGENT][NEUTRAL] There's nothing to it.
[AGENT][NEUTRAL] I'm sorry, I'm just having a little trouble with my phone. Um, so we don't have any claims for that data service for [PII] at all.
[AGENT][NEGATIVE] I don't have anything for.
[CUSTOMER][NEUTRAL] OK, can.
[CUSTOMER][NEUTRAL] Can I fax the claim?
[AGENT][NEUTRAL] Yes, there's actually several ways to get that claim to us. The fastest way is to go on our online service center, which is [PII]. Um, our fax number is [PII]. That's our, our website. You can also fax it to us at [PII].
[CUSTOMER][NEUTRAL] I'm sorry, it's what?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you said [PII]?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. That is right, yes. Either one of those two places, or would you like our mailing address as well?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] Right, OK
[AGENT][POSITIVE] That's nice, yeah.
[CUSTOMER][NEUTRAL] Yeah, OK, what is your, um, do y'all take, um, electronic claims?
[AGENT][NEUTRAL] Yes, our, um, payer ID is 60.
[AGENT][NEUTRAL] 801.
[AGENT][NEUTRAL] Now this is the only thing that we're looking for for [PII], is it?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes ma'am, it's just this one.
[AGENT][NEUTRAL] OK, OK. Well, we'll be looking forward to getting your, um, getting your claim. It usually takes 8 to 10 business days once we receive that for it to be processed.
[CUSTOMER][NEUTRAL] OK, and can you give me the effective date on this policy?
[AGENT][NEUTRAL] Yes, the policy went into effect. Let's see.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you, [PII], for your help I greatly appreciate it.
[AGENT][POSITIVE] OK, thank you very much for contacting APO have a good.