AccountId: 011433970860
ContactId: dccb1524-57d6-4d9d-ad7b-b97353ba8dbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184279 ms
Total Talk Time (AGENT): 81434 ms
Total Talk Time (CUSTOMER): 72123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/dccb1524-57d6-4d9d-ad7b-b97353ba8dbf_20250625T12:48_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] calling from provider's office.
[AGENT][NEUTRAL] And I'm, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. It is [PII] last name [PII].
[AGENT][POSITIVE] OK, thank you. Uh, how may I help you?
[CUSTOMER][NEUTRAL] Yes, so I need to claim. Uh before that, can you repeat your name, please? Uh, your voice is screaming low. That's why.
[AGENT][NEUTRAL] Yes, uh my name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII]. OK. [PII], sorry, my mistake, [PII], right?
[AGENT][NEUTRAL] Uh, that is right, yes. And, uh, what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Oh yeah. The policy number is 025.
[CUSTOMER][NEUTRAL] 972993.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] and last name is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. What's that data service for this that we're looking for?
[CUSTOMER][NEUTRAL] Yeah, services, [PII].
[CUSTOMER][NEUTRAL] With the total bill amount, $379.
[AGENT][POSITIVE] I appreciate that. Thank you. Um, your claim number, uh, yes, uh-huh.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] Um, it's 3606.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 697.
[AGENT][NEUTRAL] Now, um, it looks like we received your claim for this on the uh [PII] we processed it on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And because we are a secondary or gap insurance, we have to have the major medical.
[AGENT][NEUTRAL] EOB in order to process so the claim number 36.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] 06697 we just need the the uh BOB.
[CUSTOMER][NEUTRAL] OK. So you will need the primary to present the claim, right?
[AGENT][NEUTRAL] Please, yes, you can submit that to us and we can finish processing the claim.
[CUSTOMER][NEUTRAL] OK, got it. Uh, by the way, just a moment. OK.
[CUSTOMER][NEUTRAL] Yeah. Uh, and your first number is 8773659423, right?
[AGENT][POSITIVE] That, that is correct, yes.
[CUSTOMER][NEUTRAL] OK, great. OK, sir.
[AGENT][NEUTRAL] We also have an online service center at [PII]. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Uh, no, that's it. Uh, can you help me with the reference number?
[AGENT][NEUTRAL] Yes, it's my name and today's date.
[CUSTOMER][POSITIVE] OK, got it. Thank you so much, [PII].
[AGENT][NEUTRAL] OK, well thank you for contacting ATM.