AccountId: 011433970860
ContactId: 96405c0a-1a7e-4336-8e45-237a4ae47bee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232320 ms
Total Talk Time (AGENT): 104202 ms
Total Talk Time (CUSTOMER): 74665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/96405c0a-1a7e-4336-8e45-237a4ae47bee_20250418T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um yes, I'm calling from a provider's office to check the status of a secondary claim.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then uh what was that policy number please?
[CUSTOMER][NEUTRAL] And that is one moment, let me get the claim pulled up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 246.
[CUSTOMER][NEUTRAL] 5459
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the number please?
[CUSTOMER][NEUTRAL] This is for [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. And what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] And this was for [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] $386.72.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service, [PII].
[CUSTOMER][NEUTRAL] OK, um, this looks like it came by mail and it's been about 30 days, so I'll, I'll give it about a week or two and follow back up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, um, so we've got a mailing address, but, oh yes, go ahead.
[CUSTOMER][NEUTRAL] Um, just to confirm though.
[CUSTOMER][NEUTRAL] That, that's what I was gonna say the, the, we have this uh claims address is [PII] [PII] IS would be.
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] That is our old address [PII], um, so we do have a new um mailing address and I've also got a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] The fax number would be great, but I'll also take the claims address so we can update it in our system too.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Sure, so mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Say the last few digits for me again the phone cut out. I'm sorry.
[AGENT][NEUTRAL] Sure, no, that's OK. So the zip code was [PII].
[CUSTOMER][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] Alrighty and then uh that fax number whenever you're ready.
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And that was [PII]?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, that's all I needed. May I get a call reference number?
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date and my name is spelled [PII] Last [PII] And was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, that's all thank you so much I appreciate your time today.
[AGENT][POSITIVE] Alright, yeah, thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.