AccountId: 011433970860
ContactId: b847da2c-a323-4d23-b00e-9879eb60e473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157580 ms
Total Talk Time (AGENT): 36581 ms
Total Talk Time (CUSTOMER): 74423 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b847da2c-a323-4d23-b00e-9879eb60e473_20250502T13:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from the Jackson Pediatric Center, I mean Jackson Memorial Hospital. The reason for my phone call is because back in, uh, [PII], um, a claim was sent to your department for a payment of the.
[CUSTOMER][NEUTRAL] Of the coinsurance and um I already spoke to someone earlier.
[CUSTOMER][NEUTRAL] And there's a reference to a certain claim and that claim it was denied because uh that was missing the EOB, the uh the primary insurance EOB.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I wanted to make sure where if in case they cannot fax it or um they have to send it through letter, what is the mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, not a problem, [PII]. You ready?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It is gonna be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, oh.
[CUSTOMER][NEUTRAL] My bad, hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you know how to do this
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then the zip code is gonna be [PII].
[CUSTOMER][NEUTRAL] And I need um numbers after that?
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] OK, uh, and who's the attention to?
[AGENT][NEUTRAL] It's gonna go to American Public Life attention claims.
[CUSTOMER][NEUTRAL] OK, alright, I was just wondering to see if it was OK, and um I will have it and it can be certified mail correct?
[AGENT][NEUTRAL] Yeah, not a
[AGENT][NEUTRAL] Mhm, yeah. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that'll be all thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.