AccountId: 011433970860
ContactId: 56f3a65e-625e-4b89-ae86-a133b0ad53d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96940 ms
Total Talk Time (AGENT): 42492 ms
Total Talk Time (CUSTOMER): 44250 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/56f3a65e-625e-4b89-ae86-a133b0ad53d4_20250603T16:48_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good afternoon. My name is [PII]. I'm calling to see if you had a claim submitted by by my doctor's office about, uh, any time in the last 4 weeks for about $200 from North Broward Neurology.
[AGENT][NEUTRAL] OK, I can certainly look that up. And what is your policy number, please?
[CUSTOMER][NEUTRAL] It is 0. You want the outpatient or the inpatient?
[AGENT][NEUTRAL] Oh, it, it, it's not, it doesn't matter. We'll, it'll get us to the same place.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, excuse me, 01973191 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] I appreciate that. If I could just verify your date of birth and the phone number, uh, please, look that up.
[CUSTOMER][NEUTRAL] [PII] telephone number is [PII].
[AGENT][POSITIVE] OK, thank you so much. And so we're looking for something for the last 4 weeks from North Broward, OK.
[CUSTOMER][NEUTRAL] Yeah, Northro Neurology, it would be the only claim that I have.
[AGENT][NEUTRAL] OK, so I have an office visit from [PII], but of course I don't have anything any, any, uh, or any later than that. Um, I don't have anything.
[CUSTOMER][NEUTRAL] OK, then they didn't submit it yet because it, it would have been it would have been in May.
[AGENT][NEUTRAL] Right, so I don't have anything at all for May and I don't have any claims that have been submitted yet, so it doesn't look like they sent it to us just yet.
[CUSTOMER][POSITIVE] OK, all right, thank you for your help.
[AGENT][POSITIVE] OK, if there's nothing anything else to help with, thanks for contacting AL. Have a good.