AccountId: 011433970860
ContactId: b08c770b-2971-4f38-85cf-83463df1975f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156320 ms
Total Talk Time (AGENT): 88592 ms
Total Talk Time (CUSTOMER): 57946 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/b08c770b-2971-4f38-85cf-83463df1975f_20250516T12:12_UTC.wav
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[AGENT][NEUTRAL] contacting API. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, good morning.
[AGENT][POSITIVE] Good morning. Thank you for contacting ATO. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, this is Claudia provider's office. I, um, sent a, um, a claim, um, to you guys, but it was returned, so I was just uh calling to make sure that I have the, uh, right, um, PO box.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Our PO box address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Our zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII] and I'm, I'm very sorry I'm unable to.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII] and I'm afraid I can't look it up this morning. Um I, I can get a callback number for you if you would like us to, to look at the claim or to see why it was returned.
[CUSTOMER][NEUTRAL] Yeah, I just wanna be sure that the patient is still active. So my name is [PII], and the phone number is [PII].
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Thank you. And do you happen to have the policy number there with you?
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][POSITIVE] OK, great. That's wonderful. And the policy number that I can look up that uh
[CUSTOMER][NEUTRAL] Yeah, it's 1312441 ML8. Mary Larry 8.
[AGENT][NEUTRAL] Perfect. And [PII], I'm sorry for the inconvenience. Uh, I am going to be calling people back, uh, all of this will, um, but right at the moment our systems are down and so, uh, I will call and we'll find out why this was returned, but that PO box address that I gave you is the one we we need to use.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, will you be able to call me back today before I send the claim or just go ahead and send the claim?
[AGENT][POSITIVE] Uh, no, no, no, please, uh, it should be, uh, they've told us that that it should be resolved, um, within the hour. That is what we're looking at, um, but it will be, I will call you back today. So if you don't mind, and I'm sorry again for the inconvenience, yeah, that way we can be absolutely certain that it's going where it needs to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][POSITIVE] No, don't worry. That's, that happens.
[AGENT][POSITIVE] OK, well, [PII], thank you very much. We'll be hearing from you later today.
[CUSTOMER][NEUTRAL] Yeah, that happens, don't worry, I'll be here until [PII] Eastern time.
[AGENT][POSITIVE] Eastern, OK, thank you very much. I will call you back.
[CUSTOMER][POSITIVE] Thank you. Have a good day. Bye.
[AGENT][POSITIVE] Mhm thanks for