AccountId: 011433970860
ContactId: e460e460-f29c-45f2-9478-fd133c9f8daf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209940 ms
Total Talk Time (AGENT): 81784 ms
Total Talk Time (CUSTOMER): 92500 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/e460e460-f29c-45f2-9478-fd133c9f8daf_20250514T20:47_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Hunger clinic to check on a claim status.
[AGENT][NEUTRAL] I can help with the claim, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] Mhm. It's 021.
[CUSTOMER][NEUTRAL] 378
[CUSTOMER][NEUTRAL] 32.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, it's classic [PII] and the date of birth it's [PII].
[AGENT][POSITIVE] OK, thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Oh yes, and the callback number it's [PII].
[AGENT][NEUTRAL] Thank you. And what is the what is the data service for River?
[CUSTOMER][NEUTRAL] Oh, it, and the date of service it's for [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] You.
[AGENT][NEUTRAL] OK, the reason I'm asking that is because I don't have anything for [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] For the river at all.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So for this one, could you please verify with the mailing address that we need to resubmit the claim.
[AGENT][NEUTRAL] Yes, our mailing address, uh, there's actually several ways to submit the claim, but the mailing address.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's uh zip code is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Also, may I know the member is active on the need of service?
[CUSTOMER][POSITIVE] I love the.
[AGENT][NEUTRAL] Yes, it should be. The policy was in effect from [PII]. So in [PII], they would have been active.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, got it. Uh, may I know the timely filing limit to submit the claim.
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][NEUTRAL] OK, so there is no time firing, right? We can do submit the claim.
[AGENT][POSITIVE] That's right. That's right. Yeah, you can submit it at any time. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Yeah, sure. So, one moment. And could you please spell your name?
[AGENT][NEUTRAL] It's [PII] and the first initial to my last name is [PII]. We're gonna use that today's date as a reference. And did you have any other claims that we can look up today?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Um, no, that's it from my end and so thank you so much for this information.
[AGENT][POSITIVE] OK, well thank you for contacting ATL and you have a very good day.
[CUSTOMER][POSITIVE] Also, have a wonderful day ahead.