AccountId: 011433970860
ContactId: 38d1a6df-0eac-4909-97ba-a82e372d5675
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187619 ms
Total Talk Time (AGENT): 65889 ms
Total Talk Time (CUSTOMER): 88828 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/38d1a6df-0eac-4909-97ba-a82e372d5675_20250623T14:31_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh yes ma'am. uh, did you say [PII]?
[AGENT][POSITIVE] Yes, yes, I did.
[CUSTOMER][NEUTRAL] OK, uh, yes, Miss [PII], I'm not for sure if I'm in the right place, but I was calling to check the status of a claim for a patient.
[AGENT][NEUTRAL] I can help with the claim status. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] I'm sorry, I can, I can, it's like I can hardly hear you. It's like you're away from the phone.
[AGENT][NEUTRAL] Oh, I'm sorry. Can you hear me a little bit better now? Hi. Um, I can help with the claim status and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] A little bit better.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have it as 01138856.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] I have it as [PII]. Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is that date of service, [PII] that you're looking for for, uh, [PII], I know for the person.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Data service is [PII]. Total bill amount is $484.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] You did say [PII], right?
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK. Let me just check again.
[AGENT][NEUTRAL] I don't have anything for April at all for [PII]. Um, do you know where you sent the claim claim to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. It was mailed in with the primary EOB attached and let's see here, that was done 522-2025.
[CUSTOMER][NEUTRAL] And let me see, it was mailed in to the address that we have on file. It is showing me.
[CUSTOMER][NEUTRAL] PO Box
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well, that's correct. I don't know why we don't have it. Um, is there any way that, would you mind submitting that again to us? I can give you our fax number or our online service center if you would like.
[CUSTOMER][NEUTRAL] Sure, uh, I'm looking at the back of the card. Let me ask you this, is this the fax [PII]?
[AGENT][NEUTRAL] No
[AGENT][POSITIVE] Uh, yes, that's correct.
[CUSTOMER][NEUTRAL] OK, well I can fax it to that to that number and I'm just fax it to attention claims department.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, yes, if you would please, I would appreciate it.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK, OK, and a reference number for our call?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] OK, thank you so much Ms. [PII]. I appreciate your help.
[AGENT][POSITIVE] OK, thanks for contacting AP have a good.