AccountId: 011433970860
ContactId: 6955ae16-287b-44c7-b248-aa63752bd6ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253410 ms
Total Talk Time (AGENT): 127811 ms
Total Talk Time (CUSTOMER): 123535 ms
Interruptions: 4
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/6955ae16-287b-44c7-b248-aa63752bd6ab_20250403T16:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling ATCL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from the provider's office and I guess I just got a return mail for your address. Um, I had a [PII]. I guess you guys have a different address now?
[AGENT][NEUTRAL] Yes, it's been changed for a couple of years, Mr. [PII]. Yes, um,
[CUSTOMER][NEUTRAL] For claims?
[CUSTOMER][NEUTRAL] Wow, that's good to know that I have uh the wrong address, right?
[AGENT][NEUTRAL] It's OK. It happens. And um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] All right. And you're calling from which facility for my notation?
[CUSTOMER][NEUTRAL] I'm calling from Dr. [PII]'s office in [PII].
[AGENT][NEUTRAL] All right. OK. And so you just need the address to submit a claim, and this is a claim for a secondary policy, or do you know what type of policy you?
[CUSTOMER][NEUTRAL] This is for primary insurance for American public life.
[AGENT][NEUTRAL] Primary insurance. OK. Do you have a policy number because we use two addresses. I just need to know which um product is this.
[CUSTOMER][NEUTRAL] OK, um, this, uh, insured is 1,552,980.
[AGENT][NEUTRAL] All right, thank you. Let me pull that policy. Let's see, let me see.
[AGENT][NEUTRAL] Oh, dental. OK, so this is a dental office.
[AGENT][NEUTRAL] All right, and what's the name and date of birth just for verification?
[CUSTOMER][NEUTRAL] [PII] and [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] All right. Thank you, Mr. [PII]. All right. And the address to submit claims is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], [PII] is OK, right?
[AGENT][NEUTRAL] Yes, OK. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, and zip code?
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] He uh huh.
[AGENT][NEUTRAL] And we also have a payer ID and a fax, yes.
[CUSTOMER][POSITIVE] Perfect. Do you guys have a payer ID?
[CUSTOMER][NEUTRAL] Yeah, I used to have a payer ID is 4, but 0004, is it different now?
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Um, I, I haven't heard that one before. No, and our payer ID has always been the same, which is 60801.
[CUSTOMER][NEUTRAL] Alright, so I have 60801?
[AGENT][NEUTRAL] Yes, 60801. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I have [PII]?
[AGENT][POSITIVE] That is perfect. Sounds perfect.
[CUSTOMER][POSITIVE] Perfect. I obviously I got the right number because I called you, so that's it, and you said there was a fax number too?
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes, we also have a fax number. Mhm.
[CUSTOMER][NEUTRAL] Sure, what's that?
[AGENT][NEUTRAL] All right. The fax number is [PII].
[AGENT][NEUTRAL] 365
[CUSTOMER][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 23 so 3659423 perfect. You are amazing so um I really appreciate it and for.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes. All right.
[AGENT][POSITIVE] Thank you. No problem. Do you have any other questions?
[CUSTOMER][POSITIVE] So I think you're not on our payer list for um through our publishing clearing house so we'll just send them paper but at least I updated everything so I'll take care of that. You're amazing thank you so much I really appreciate you updating that.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, that's fine. All right.
[AGENT][NEUTRAL] You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that's it. I really appreciate it thank you so much.
[AGENT][POSITIVE] Alright, you're welcome and thank you for calling API. You have a good day.
[CUSTOMER][NEUTRAL] You too ma'am bye.
[AGENT][POSITIVE] Thank you. Bye bye.