AccountId: 011433970860
ContactId: bc9b0460-d0c5-4232-a534-4f8200128fa9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260579 ms
Total Talk Time (AGENT): 118344 ms
Total Talk Time (CUSTOMER): 160379 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/bc9b0460-d0c5-4232-a534-4f8200128fa9_20250410T13:43_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. This is [PII] here, and I'm calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] [PII], I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. It's 977-043-974.
[AGENT][NEUTRAL] OK, is this the insured's social security number?
[CUSTOMER][NEUTRAL] Uh, you need the whole or the last four digits?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, no. OK, OK. That's, no, that's fine. Um, how do you spell the insured's last name, please?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] Thank you. And the first name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] I appreciate that and, and uh [PII]'s date of birth, please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. While I'm looking this up, um, [PII], if I could just have a callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] All right, yeah. The callback number would be [PII] and it would be a direct line.
[AGENT][POSITIVE] OK. I do appreciate that. I'm just looking that up now.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] payment.
[CUSTOMER][NEUTRAL] Family
[AGENT][NEUTRAL] I'm not finding her yet, but I'm still looking. Excuse me just a second here.
[CUSTOMER][POSITIVE] All right, sure. Yes, take your time. Thank you.
[CUSTOMER][POSITIVE] I, I'm so sorry for that. Uh, could you spell out your name, please? I'm really, really sorry for that. Oh, it's [PII]. All right, I got that. Thank you.
[AGENT][NEUTRAL] Yes, of course. No, that's fine. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Why?
[AGENT][NEUTRAL] Uh-huh, and let's see.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Uh, just try this last one here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, here we go, here we go. All right. OK, let's see.
[AGENT][NEUTRAL] And what is the data service for [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, the date of service is [PII].
[AGENT][NEUTRAL] And is there a bill amount that I should look for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's, uh, the bill amount is $4,029 even. That would be $4029 even. Sure.
[AGENT][POSITIVE] Great, let's see what we've got here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Yes, I have your claim now.
[AGENT][NEUTRAL] Your claim number
[AGENT][NEUTRAL] It's 358.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] 1140, so 3,581,140.
[CUSTOMER][NEUTRAL] 11 OK.
[AGENT][NEUTRAL] Now,
[AGENT][POSITIVE] Yeah. Did you need me to repeat it? I'll be glad to.
[CUSTOMER][NEUTRAL] Uh, no, no, it's fine, it's fine. I got that.
[AGENT][NEUTRAL] OK, great, awesome. OK, so her policy, um, uh, was in effect from [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Until [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So she was not active for the data service.
[AGENT][NEUTRAL] Uh, in [PII]. Now, we received your claim on [PII]. We processed it on the [PII]. But [PII], her policy had lapsed. Her policy lapsed as of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 2024, a full year ago.
[CUSTOMER][NEUTRAL] 224. 0, I got that. Uh, I will be just needing the reference number for this patient, please.
[AGENT][NEUTRAL] My, uh, yes, it's my name, which is [PII]. Uh, today's date.
[AGENT][NEUTRAL] And that's gonna be a reference.
[CUSTOMER][POSITIVE] All right, I got that. All right, [PII], thanks for your time and your patience. You have a lovely day ahead. Thank you. Bye for now.
[AGENT][POSITIVE] Thanks for contacting API.