AccountId: 011433970860
ContactId: 5fe927e5-3f38-4843-aa83-da6bc73f7df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139860 ms
Total Talk Time (AGENT): 74440 ms
Total Talk Time (CUSTOMER): 49352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/5fe927e5-3f38-4843-aa83-da6bc73f7df2_20250512T17:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm actually calling from our provider's office. We try to send you submitted to submitted a claim to you guys, but it came back.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, I can certainly help you. Uh, did you have questions about the claim, [PII]? Is that the, the why it was, uh.
[CUSTOMER][NEUTRAL] I just need to know the correct I just need to know where we're supposed to send the claims to.
[AGENT][NEUTRAL] Oh, OK, yes, um, let me check because there there are a couple of different places that could go. What is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number I have is 01603412.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient is [PII]'s date of birth is [PII].
[AGENT][POSITIVE] I appreciate that by looking this up, if I could have a callback number please in the event that we're disconnected.
[CUSTOMER][NEGATIVE] Uh, my direct line is [PII]. I was just saying that and I was like that's not correct.
[AGENT][NEUTRAL] Oh yes, of course. I just need to make sure that it's, that it's uh we have different, we have different policies that go to different places. Now this particular uh type of, of policy, um the uh place that you would send it to is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] The zip code [PII].
[CUSTOMER][NEUTRAL] And the zip code?
[AGENT][NEUTRAL] [PII]. You can also submit it online at secured. Excuse me, [PII].
[AGENT][NEUTRAL] Um, we also have a fax number if you would like that as well.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] Uh, the fax number is [PII].
[AGENT][NEUTRAL] [PII]. Is there anything else at all I can help you with with this claim maybe anything at all?
[CUSTOMER][NEUTRAL] I just wanna verify.
[CUSTOMER][NEUTRAL] The fax number you said was [PII]?
[AGENT][NEUTRAL] That's it. [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right, thank you so much and have a nice day.
[AGENT][POSITIVE] OK, thanks for contacting me