AccountId: 011433970860
ContactId: 560b29d2-23fb-4145-88cb-3a7806ad156b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180220 ms
Total Talk Time (AGENT): 85091 ms
Total Talk Time (CUSTOMER): 66378 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/560b29d2-23fb-4145-88cb-3a7806ad156b_20250624T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for contacting ATM. My name is [PII] in.
[CUSTOMER][NEUTRAL] Oh hi, this is [PII] calling from provider office. I'm looking for claim status.
[AGENT][NEUTRAL] Yeah, I can have the same status. What's that policy number, please?
[CUSTOMER][NEUTRAL] And the policy number is 018.
[CUSTOMER][NEUTRAL] 492-05 letter M. Mary, L Lima number 8.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient's first name is same, last name is [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, that's their birthday. It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, the date of, uh, sorry, the date of birth is [PII]. I'm sorry.
[AGENT][NEUTRAL] OK, thank you. And, no, that's quite all right. And what is their um their uh uh your callback number, please?
[CUSTOMER][NEUTRAL] So, it's [PII] and it's like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of services is [PII], is that correct?
[CUSTOMER][NEUTRAL] Mhm. Uh, yes, and the total amount is $175.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, the last thing that I have for Renee is, is from February. I don't have anything for March at all. Let me see if something isn't, isn't pending.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah, the last thing I have is the last day of services in February, so, um, we changed our.
[AGENT][NEUTRAL] Mailing address some time ago. Um, it's uh [PII]. Does that sound like where it was sent? Because if it was, we need to have it sent again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, you said [PII].
[CUSTOMER][NEUTRAL] 248,950, right?
[AGENT][NEUTRAL] Yes, that is correct. OK, so, so you sent it to the right place but I don't have it.
[AGENT][NEUTRAL] Um, would you like my fax number or you can, you can send it online as well?
[CUSTOMER][NEUTRAL] Oh just
[CUSTOMER][NEUTRAL] Yes, uh, yes, please. You can provide me your fax number.
[AGENT][NEUTRAL] Uh yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if you would send that to us please uh yeah for whatever reason I don't have it.
[AGENT][NEUTRAL] I don't know why, but
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, can you please repeat the fax number again? It's [PII]. Uh, I missed one number.
[AGENT][NEUTRAL] Oh, no, it's um
[AGENT][NEUTRAL] No, it's um 877.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Certainly [PII]. That's, that's gonna be it. And I'm sorry, I'm having a little trouble with my phone. You probably weren't able to hear me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks.