AccountId: 011433970860
ContactId: ed866143-384c-490e-9640-cee11d8b660f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101709 ms
Total Talk Time (AGENT): 10860 ms
Total Talk Time (CUSTOMER): 70109 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/ed866143-384c-490e-9640-cee11d8b660f_20250516T16:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yeah, good afternoon, um, I'm looking to get a little information on um.
[CUSTOMER][NEUTRAL] Filing a claim some clarification. I had a couple questions.
[AGENT][NEUTRAL] OK, on how to file claims?
[CUSTOMER][NEUTRAL] Uh, yeah, well, not necessarily that, but, um, yeah, maybe that as well, um, I just wanna clarify so.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I, um, I'm working with my physician. They, they have been dragging their feet getting, uh, the paperwork. Um, they said it was gonna get it over to you. So today I'm gonna go by there and see if I can just pick it up and then put it all together, you know, just fax it over or either upload, upload over. OK, so yeah, because yeah, I had, you know, about 3 weeks now, so I'm gonna get over there and that that's kind of holding me up on my payment, um, but my question was, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I see. Sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let's see here, um.
[CUSTOMER][NEUTRAL] Now as far as the employer, uh, the policy holder, I guess that would be, um, is that, uh, should I get that information over to them so they can pull it up or should I, um, take it over there and hand it over or send it to them, um, for them to fill out their portion or?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] How does that work?
[CUSTOMER][NEUTRAL] Yes, hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?