AccountId: 011433970860
ContactId: cdd4c79d-178a-4a36-b77c-e58be4641344
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127800 ms
Total Talk Time (AGENT): 48758 ms
Total Talk Time (CUSTOMER): 58095 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cdd4c79d-178a-4a36-b77c-e58be4641344_20250602T13:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Hi [PII], um, my name's [PII] and I'm calling from Sigma Primary Care regarding a patient, um, payer zip code.
[CUSTOMER][NEUTRAL] So you
[AGENT][NEUTRAL] OK. Um, so are you looking for like the zip code for the 2nd cause we're the secondary, or are you looking for their zip code?
[CUSTOMER][NEUTRAL] No, so, OK, it looks like here we have you guys in our system under [PII] [PII], and that's in [PII], but there's no zip code that we have on file so I'm just trying to see what that is for claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Can you give me the, yeah, I can pull that. Can you give me the patient's policy number?
[CUSTOMER][NEUTRAL] Of course it's 02563333.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I could just confirm their name and date of birth, please.
[CUSTOMER][NEUTRAL] Her name is [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you so much [PII]. Give me just a moment.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me check.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so the zip code for that's gonna be [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then do you want the payer ID?
[CUSTOMER][NEUTRAL] Please.
[AGENT][NEUTRAL] Payer ID is 64556.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I think that should be all I need for today. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome. Have a good one, [PII].
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye-bye.