AccountId: 011433970860
ContactId: 3ce3c394-1611-425d-b8ce-80686e0228ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 384619 ms
Total Talk Time (AGENT): 138375 ms
Total Talk Time (CUSTOMER): 159207 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/3ce3c394-1611-425d-b8ce-80686e0228ed_20250616T14:53_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the doctor's office to check on a claim status.
[AGENT][NEUTRAL] OK I can certainly help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] 021-80308
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Do you have the patient's name for me to look at?
[CUSTOMER][NEUTRAL] The patient's name. Yes, sir.
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. If I could just have a callback number please, um.
[AGENT][NEUTRAL] In case we're disconnected?
[CUSTOMER][NEUTRAL] Our contact number is
[CUSTOMER][NEUTRAL] Our callback number is [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you and the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, we are looking for the date of services, uh, April, sorry, [PII]. And the charge amount is
[CUSTOMER][NEUTRAL] $643 even.
[AGENT][NEUTRAL] OK, so we're looking for [PII] for [PII].
[AGENT][NEUTRAL] For $643 is that correct?
[CUSTOMER][NEUTRAL] $643 even.
[AGENT][NEUTRAL] OK, yeah, I, I understand. OK, thank you. OK, I'm looking now, um.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm not seeing anything in our system.
[AGENT][NEGATIVE] For this, it doesn't look like we've received it. Now that was about the time that we changed our post office box address, so I don't have anything for that date of service. It doesn't look like we received your claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I told you.
[AGENT][NEUTRAL] But um let me go ahead and give you our, uh-huh.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] It's [PII] $643 even.
[AGENT][NEUTRAL] Right, yes, [PII] $643 even. I'm sorry, I don't have a claim for that, uh, data service. Let me just look one more, one last time. [PII].
[AGENT][NEUTRAL] Um, I'm sorry, uh, there are no claims for that day of service.
[CUSTOMER][NEUTRAL] Actually, uh, we already, uh, got a dinner from your end. Uh, I have a claim number also. We got a like a duplicate.
[AGENT][NEUTRAL] Yes, what is that claim number, please?
[CUSTOMER][NEUTRAL] 518
[CUSTOMER][NEUTRAL] 173
[CUSTOMER][NEUTRAL] 8302.
[AGENT][NEUTRAL] OK, now that's not one of our claim numbers um.
[AGENT][NEUTRAL] So I'm not, uh, I'm not really sure, uh.
[AGENT][NEUTRAL] Who that is but that's not one of our claims.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. Actually, uh, the claim is initially uh billed to this address. Can you please verify the claim's mailing address? Uh, we initially billed to this address [PII].
[AGENT][NEUTRAL] No, that's, that's not our, our address at all. Um, just let me know when you're ready.
[AGENT][POSITIVE] And I will be glad to.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Our address
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] That is [PII], so that's OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] City
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, and the zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII]. That's it?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Is there any other claim that I can look up for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I know the state?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can you please uh spell out your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Why
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah, OK, [PII]. Can you please provide the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 60801. And uh can you please provide the number effective date and termination date.
[AGENT][NEUTRAL] Yes, uh, it's not terminated. The policy went into effect on [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The policy went into effect on [PII], and it is not.
[AGENT][NEUTRAL] Yeah, it is, it is still active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, OK, [PII]. Thank you. Uh, can you please provide the call reference number for this one?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, there's nothing else I can help with and thank you for contacting ATL. Have a good day.
[CUSTOMER][NEUTRAL] the date of birth.