AccountId: 011433970860
ContactId: 0058a596-b15b-4963-8bcd-454b78848df2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289820 ms
Total Talk Time (AGENT): 111136 ms
Total Talk Time (CUSTOMER): 90834 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0058a596-b15b-4963-8bcd-454b78848df2_20250602T17:47_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I would like to check with the member's claim status.
[AGENT][NEUTRAL] OK, have the same status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Uh yeah, sure. So the policy number I have was 02110733.
[AGENT][NEUTRAL] Thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure. Insured name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh-huh. Uh, let me provide it. It's gonna be [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The total charges is 2300.
[AGENT][NEUTRAL] And is there a particular building?
[CUSTOMER][NEUTRAL] Yeah, Bill 2000.
[CUSTOMER][NEUTRAL] Sorry, it's $2350 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] 2350.
[AGENT][NEUTRAL] OK, I don't have your claim, uh, for that, uh, for that the data service in that amount.
[AGENT][NEUTRAL] It's 229, 2020.
[CUSTOMER][NEUTRAL] So you don't have a claim, right?
[AGENT][NEUTRAL] Uh it doesn't look like we have the claim. No, I'm sorry.
[CUSTOMER][NEUTRAL] OK, no issues. Let me resubmit that if you don't know. Is it any claim rejected a different end?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me just check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, you said [PII]. I'm sorry, could you give me the date again? I just went to a different screen. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is there another building out that I could look at uh.
[AGENT][NEUTRAL] This is the [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, only billed amount is $2350 2350.
[AGENT][NEUTRAL] Yes, 235, so I don't have anything for uh [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] For that bill amount that I can, I can give you our mailing address um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no.
[AGENT][NEUTRAL] We also have a fax number or an online service center that you can.
[CUSTOMER][NEUTRAL] Uh, so,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I have your mailing address, please?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So what about your timely filing your father the claims?
[AGENT][NEGATIVE] Uh there's no timely filing for this for this claim.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You said the [PII], right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] American public life. OK, perfect.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Is there any other plan that I can look up for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, no, that's all for today. Yeah, so I just need the member's effective date of coverage.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, um, so the, the, uh.
[AGENT][NEUTRAL] The plan went into effect on [PII].
[AGENT][NEUTRAL] And it is active, so Sue is active as of the data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about the connection for this card?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[AGENT][NEUTRAL] We'll use that in today's date [PII].
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, if there's nothing else I can help with, thanks for contacting us.