AccountId: 011433970860
ContactId: 5528d3cf-42c7-48ab-8e91-93386000a0d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202740 ms
Total Talk Time (AGENT): 85406 ms
Total Talk Time (CUSTOMER): 56315 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5528d3cf-42c7-48ab-8e91-93386000a0d3_20250625T20:34_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Homestead Hospital, checking the status on a claim.
[AGENT][NEUTRAL] I can help with claim status. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 02037623 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you. I appreciate that. What is the uh data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII], and it's a $20089 even.
[AGENT][NEUTRAL] OK, I'm sorry, did you say [PII]?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK. And, and I'm sorry, you said it was [PII].
[CUSTOMER][NEUTRAL] $2,089.
[AGENT][NEUTRAL] OK, let me just check. Excuse me just a moment, please.
[AGENT][NEUTRAL] And when was this submitted?
[CUSTOMER][NEUTRAL] Uh, they sent it via fax [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still checking.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, it does look like we had a hospital uh um claim. That claim number is 36.
[AGENT][NEUTRAL] 14115.
[AGENT][NEUTRAL] Uh, it does, uh, look like we received the, um.
[AGENT][NEUTRAL] Let's check here. It looks like we received the claim uh on the [PII]. We processed it on the [PII]. Now a check in the amount.
[AGENT][NEUTRAL] Uh, $1,253.40 was submitted that was sent at that time.
[AGENT][NEUTRAL] And it was a single paper check. The check number is 205.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0689.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] And it looks like that was.
[CUSTOMER][POSITIVE] Thank you so much. Uh-huh.
[AGENT][NEUTRAL] OK, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] Uh, no, you were saying it looks as if it was.
[AGENT][NEUTRAL] Yes, it's $1,253.40. It was sent on the [PII], and it was sent to Homestead Hospital at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes, that is the correct address. Thank you so much um for that information, [PII]. Bye bye now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Is there anything, anything else that I can help with?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, not at the moment.
[AGENT][POSITIVE] OK, thanks for contacting