AccountId: 011433970860
ContactId: 586bde59-71ff-47c1-8303-b99a15320e92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99360 ms
Total Talk Time (AGENT): 15401 ms
Total Talk Time (CUSTOMER): 49367 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/586bde59-71ff-47c1-8303-b99a15320e92_20250409T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling because I tried to um.
[CUSTOMER][NEUTRAL] Do a new user um log in on the website and it's not letting me go past the tax ID it's asking for a patient account number is that the same as the member ID?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so alright, let me just, uh, to clarify, um, so are you with a provider or is this for a group, um.
[CUSTOMER][NEUTRAL] I'm, I'm with a provider, um, I was trying to, it looks like when, um, I'm trying to submit a pre-treatment estimate, um, we usually attach an NEA number, but on the NEA fast attached, um, APL isn't underneath there, so I was just trying to figure out how to send y'all a pre-estimate.
[AGENT][NEUTRAL] What are you trying to check?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the X-rays I guess.
[CUSTOMER][NEUTRAL] Ma'am, are you there?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Ma'am.