AccountId: 011433970860
ContactId: 4f0f1c18-c1ed-47f4-b9cf-fe603265e4bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223839 ms
Total Talk Time (AGENT): 84258 ms
Total Talk Time (CUSTOMER): 93763 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/4f0f1c18-c1ed-47f4-b9cf-fe603265e4bc_20250619T20:05_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I guess I'm calling from a provider's office for claim status.
[AGENT][NEUTRAL] I can help with claim status, with whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, you know what, and there's an echo, [PII], do you have me on speaker?
[AGENT][NEUTRAL] Uh, no, I'm sorry. I'm, I'm barely able to hear you too. Um, and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. What is the policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] It is 01359719 ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, you said the policy number was 01359719. Is that correct?
[CUSTOMER][NEUTRAL] What let me get back in there.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, 01659719, then there's ML and then 8.
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. What date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] What's the [PII]. OK, give me just a moment please.
[AGENT][NEUTRAL] I don't have anything for March for this individual. Do you remember where you sent it?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, let me double check here it was sent paper.
[CUSTOMER][NEUTRAL] On [PII] and let me make sure we have the correct address in here it went to.
[CUSTOMER][NEUTRAL] Actually looks like it went to [PII] or [PII], is that correct?
[AGENT][NEUTRAL] Uh, yes, let me give you our, yeah, uh, no, that's not our, our address anymore. Um, let me go ahead and give you our, uh, current address.
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK, what is the current address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] You give him
[AGENT][NEUTRAL] The zip code
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] She did it for me
[AGENT][NEUTRAL] [PII]. And [PII], let me give you their most current policy number as well, OK?
[CUSTOMER][NEUTRAL] I'm sorry, give me the what?
[AGENT][NEUTRAL] I, I need to give you the most current policy number as well. They, they changed their policy number. They updated the policy number.
[CUSTOMER][POSITIVE] Oh, OK, thank you for that OK.
[AGENT][NEUTRAL] 002.
[AGENT][NEUTRAL] 50
[AGENT][NEUTRAL] 2521, and that went into effect on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Do you live
[CUSTOMER][NEUTRAL] Alright, 02502521.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is that correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] All right, thank you very much thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help with? Thanks for contacting UTI.