AccountId: 011433970860
ContactId: e8602fae-6d44-4e55-8c1f-da935595cdaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247580 ms
Total Talk Time (AGENT): 111412 ms
Total Talk Time (CUSTOMER): 104784 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e8602fae-6d44-4e55-8c1f-da935595cdaf_20250303T21:17_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I'm calling because um I had asked for a fax back um a few hours ago and I still haven't received anything. It's usually pretty quick.
[CUSTOMER][NEUTRAL] I just wanted to know if um
[CUSTOMER][NEUTRAL] I can bother you for another ox or if you can just like.
[AGENT][NEUTRAL] Oh, well, of course, I'm sorry that you didn't get it. Um, I'm sorry, with whom am I speaking, please?
[CUSTOMER][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] Oh, I'm sorry. My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] It is 019.
[CUSTOMER][NEUTRAL] 8, hold on, give me one second. I'm so sorry. Yes, so it's 01983869.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] 838
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] And his, his date of birth is.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you. Um,
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] So I have your fax number is 516.
[AGENT][NEUTRAL] Let's see what, uh, uh, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK. Is there a callback number I can have in the event, I'm gonna go ahead and send it again, but if there's a callback number in case I have a problem with the fax or if it's coming up, you know, there's a problem on my end.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the, um.
[CUSTOMER][NEUTRAL] the um oh my God, the phone number is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, [PII], I'm gonna go ahead and send this again now while I uh uh we're on the phone, is there anything else that I can help with before sending off this fax?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, can you just, um, well you can send that. I just need um over the phone the complete claims address for this plan and like the group number.
[AGENT][NEUTRAL] Yes, it's
[AGENT][NEUTRAL] Oh, sure, of course. Well, let's start off with the group number. Uh, the group number is 70069.
[CUSTOMER][NEUTRAL] All that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 70069. OK, who's the uh employer or the group plan name?
[AGENT][NEUTRAL] that's
[AGENT][NEUTRAL] ATC Healthcare.
[CUSTOMER][NEUTRAL] A for Alpha, T for Tom, C for Charlie.
[AGENT][POSITIVE] Uh, that's correct, yes.
[CUSTOMER][NEUTRAL] OK, and then I'm ready for the claims address.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's in [PII].
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII]. Now we also have a fax for an online service center you can submit your claim to if you would be interested.
[CUSTOMER][NEUTRAL] Yeah, yeah, I'll take that.
[AGENT][NEUTRAL] Um, no, the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then our online service center, oh yeah, sure.
[CUSTOMER][NEUTRAL] OK, would
[CUSTOMER][NEUTRAL] Sorry, yeah, I was just gonna say if you don't mind spelling the town out I didn't really catch the town that you said.
[AGENT][NEUTRAL] Oh, yes, it's [PII], [PII], so it's OK [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, [PII] and [PII], what's the uh abbreviation for [PII]?
[AGENT][NEUTRAL] And uh
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all I really needed and then um.
[CUSTOMER][NEUTRAL] I'm trying to see if there's anything else since I have you on the phone as long as I have the fax back that's all that really matters to me.
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm sending, I'm preparing that now and I'm sending it and uh normally it takes about 10 minutes. I, and I don't know why it takes that long, but normally it takes about 10 minutes to get to somebody, so um I'm sending it right now and
[CUSTOMER][NEUTRAL] Yeah I think mhm.
[CUSTOMER][NEUTRAL] Yeah, usually.
[AGENT][NEUTRAL] Yeah, I'm not really sure, but uh yeah, I went ahead and send it off again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, perfect, thanks so much for your help. I think that's all I'm gonna need for today, but thank you so much. I do appreciate it.
[AGENT][POSITIVE] OK, thanks for contacting us have a