AccountId: 011433970860
ContactId: 07606c9f-9bc6-4f6a-9fad-d04afb0b68f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344649 ms
Total Talk Time (AGENT): 83257 ms
Total Talk Time (CUSTOMER): 115363 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/07606c9f-9bc6-4f6a-9fad-d04afb0b68f7_20250403T16:47_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from provider office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim status, sir. Can I please get your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, member's policy number is 01658384. Member's name, [PII] Last name it is
[CUSTOMER][NEUTRAL] Jaroscode is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull up this policy real quick.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and then what is the date of service for Caden?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $64 even 64.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, OK, no, well, here they, we have billed as a, you, uh, your insurance as primary.
[AGENT][NEUTRAL] OK and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is University of Pittsburgh physician.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold real while I up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII] this is Tory back with.
[AGENT][NEUTRAL] The claim is not on file and that is because the policy that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Gave me 1658384 terminated on [PII] of.
[CUSTOMER][NEUTRAL] It's me.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Is on file for this insure [PII].
[CUSTOMER][NEUTRAL] 24 and 25.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, and the effect you did for that uh member policy?
[AGENT][NEUTRAL] It was [PII] and terminated on [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Thank you so much. And do you have any uh other active insurance for this policy?
[AGENT][NEGATIVE] No, no active policies on file.
[CUSTOMER][NEUTRAL] And there's any active insurance on file?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][POSITIVE] Thank you so much. And uh could you please fill out your name for the accommodation purpose?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Yes, that's [PII].
[CUSTOMER][NEUTRAL] Sorry, thank you so much. And I do have one more date of service which is also uh [PII]. So there is no date of uh no claim on file for this date of service, right, because members are not active for the date of service, OK.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you so much. Give me one moment, I will check.
[CUSTOMER][NEUTRAL] OK. And the call reference number for this call?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello. The call reference number?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah, can you hear me?
[CUSTOMER][POSITIVE] Thank you so much, sorry, and that's all for today and have a wonderful day.
[AGENT][POSITIVE] You too, thank you for calling APL Rio. You have a great day also bye bye sir.
[CUSTOMER][NEUTRAL] Yeah, bye.