AccountId: 011433970860
ContactId: 95ca2803-865f-43ad-8dee-540b2440e547
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448799 ms
Total Talk Time (AGENT): 173836 ms
Total Talk Time (CUSTOMER): 182282 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/95ca2803-865f-43ad-8dee-540b2440e547_20250225T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling um from Doctor [PII]'s office, and I wanted to send a bill to you guys to see about reimbursement. Can you tell me where I need to mail this to, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, our mailing address is [PII].
[CUSTOMER][NEUTRAL] Wait, [PII]?
[AGENT][NEUTRAL] Yes, and that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And would you be able to look up because I'm gonna send the bill but I probably should write our account number for the American Public Life correct on it?
[AGENT][NEUTRAL] Sure, or I could get that, um, if you got the insured's policy number.
[CUSTOMER][NEUTRAL] Uh, I don't. Can I give you the name?
[AGENT][NEUTRAL] Um, do you happen to have their social?
[CUSTOMER][NEUTRAL] Um, my boss's social, yes, I do have it, and it's for his son.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I don't know, can I get a good call back number from you in case we're connected?
[CUSTOMER][NEUTRAL] Sure, [PII]. I'm the office manager for him.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] So I get all the tasks.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh goodness. Alrighty, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And I'm sorry, what was the member's name?
[CUSTOMER][NEUTRAL] Um, the child's name is [PII]. My boss's name is [PII].
[AGENT][NEUTRAL] OK. And then do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, you know what, I don't know his date of birth.
[AGENT][NEUTRAL] OK. Give me just a moment.
[AGENT][NEUTRAL] And this was for their secondary medical policy, correct?
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have the, um, policy holders and, uh, date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Appreciate that. So I am actually not showing that [PII] has coverage.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not showing that [PII] is active under this policy.
[CUSTOMER][NEUTRAL] OK, um, the only one that's active is him?
[AGENT][NEUTRAL] Uh, him and, uh, uh, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Oh, only him and [PII]?
[AGENT][NEUTRAL] Those are the only members.
[CUSTOMER][NEUTRAL] Oh, you know what, you know what? Because I think that she, he, No one might be under his wife [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, is that a separate policy with us?
[CUSTOMER][NEUTRAL] Yes, and his, her um her date of birth is [PII] and her last name is not [PII], it's um uh [PII]
[AGENT][NEUTRAL] [PII] and then uh what was her first name?
[CUSTOMER][NEUTRAL] No, no, no, no, no. [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK, got it. OK, um, and what was her first name?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] OK, um, I don't imagine you'd have her social, do you?
[CUSTOMER][NEUTRAL] You know what? I may hold on one second.
[AGENT][NEUTRAL] OK, I could try searching just using her name. Let's see, that's a pretty unique name. Let's see.
[CUSTOMER][NEUTRAL] I'm looking in the meantime.
[AGENT][NEUTRAL] You're fine. I think I found her. [PII]. Yes, OK, so I did find her and you are correct. [PII] is covered under her policy. Um, so whenever you're ready I can give you this policy number.
[CUSTOMER][NEUTRAL] Yeah, it's not very common.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it is
[CUSTOMER][NEUTRAL] Wait, wait, hold on, just dropped a bunch of.
[AGENT][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Yeah yeah yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Yes, so it's 01.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 34.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 63.
[AGENT][NEUTRAL] 69.
[CUSTOMER][NEUTRAL] And I sent another bill before for, I believe it was $140 a couple of weeks ago. Would you be able to check? It was for [PII] also.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was OK, let's see.
[AGENT][NEUTRAL] I am not showing that we've received anything for [PII] since [PII].
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Does it, I mean,
[CUSTOMER][NEUTRAL] Wow, let me see if I have a picture because I think I took a picture to send to him that I had sent it. Let me see.
[AGENT][NEUTRAL] And if it's easier, um, we do have, um, of course that's our mailing address but we've also got a fax number if you have access to a fax machine.
[CUSTOMER][POSITIVE] Oh, yeah, I do. Yeah, I do.
[AGENT][NEUTRAL] OK, yeah, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] OK, that is what?
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 365.
[AGENT][NEUTRAL] Yes, 942 3.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, yeah, let me, let me see.
[CUSTOMER][NEUTRAL] Because with at least.
[CUSTOMER][NEUTRAL] I, I don't know, my weeks run together, to be honest with you, but it had to have been.
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] But it, it had to have been like at least a week, at least a week ago, at least.
[AGENT][NEUTRAL] And you sent it by mail?
[CUSTOMER][NEUTRAL] Yes, by snail mail.
[AGENT][NEUTRAL] It's possible it's not been received yet, um, or it's being processed. Uh, typically I would say a good, a safe amount of time is about a couple of weeks um for regular mail, um, but if you wanted to resend that through fax just for good measure, uh, you absolutely can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You know what? I'm gonna do that. Thank you so much for your help. You were wonderful.
[AGENT][POSITIVE] Absolutely, yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Nope, that's it. Thank you.
[AGENT][POSITIVE] Alright, well, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.