AccountId: 011433970860
ContactId: 64a9bf71-e9a4-4896-8d2d-8e137a0f01b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255740 ms
Total Talk Time (AGENT): 111147 ms
Total Talk Time (CUSTOMER): 47078 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/64a9bf71-e9a4-4896-8d2d-8e137a0f01b7_20250106T14:49_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get the status of a claim, please.
[AGENT][NEUTRAL] I can help with the claim status. [PII], what's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 02372853 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Thank you, and that data service that we're looking for?
[CUSTOMER][NEUTRAL] [PII] for $6,228.
[AGENT][POSITIVE] OK, I appreciate that. Thank you very much. See what we have here. This is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We just received a claim on the [PII]. Let me see if this isn't it.
[AGENT][NEUTRAL] Uh
[AGENT][MIXED] I apologize my computer is just a little bit slow, but we're getting it.
[CUSTOMER][POSITIVE] No it's OK, thank you for your help.
[AGENT][NEUTRAL] Well
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like, as I mentioned before, we received a claim on the [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It looks like uh
[AGENT][NEUTRAL] It's not, well, it doesn't look like it's the one that you're talking about. It's not $6000. Um, so that's the only thing that I've got here, um.
[AGENT][NEUTRAL] So it doesn't look like we've received your claim.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let me give you our
[CUSTOMER][NEUTRAL] Give me one second. Yeah, I'm, I'm just gonna check one thing.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, we did change our mailing address, so it might be.
[CUSTOMER][NEUTRAL] So the address is not [PII], that is?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Yeah, yes, that's correct. [PII]. Um, can I give you our fax number because I, as I mentioned before, I don't have your, your claim and we should, um, we, you can also submit it online, but the fax number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9423.
[AGENT][NEUTRAL] Uh, online service center that where you can just uh download it to our, to our website is [PII] and you can uh submit it and then we see it in real time uh if you would like to do that. uh, but, um, yeah, we can be on the lookout for that claim, we just have not received it yet.
[CUSTOMER][NEUTRAL] OK, may I get your reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. Uh, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Now, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well thank you very much for contacting ATL. We'll be on the lookout for your claim. You have a very good day. Thank you for calling.