AccountId: 011433970860
ContactId: 0a63c99d-39a0-4cc5-954b-49aa659fef22
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139690 ms
Total Talk Time (AGENT): 51199 ms
Total Talk Time (CUSTOMER): 69301 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0a63c99d-39a0-4cc5-954b-49aa659fef22_20250225T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm a provider and I'm trying to get claim information for a patient of ours.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] Give me one moment, please be they finish loading.
[CUSTOMER][NEUTRAL] OK, uh, member ID I have is 02455343.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], call him, hold on um [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] wait now just [PII].
[CUSTOMER][NEUTRAL] With the bill amount of $49,962.31 I think I was able to locate it, but it states that did not due to coverage term, so can I get um certification on the coverage?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That is correct, um, and I can, I do see where we have received that claim, um, and so yes, this policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and there's no other policies.
[AGENT][NEUTRAL] Not through us. If she has other coverage, it might, it would be through someone else.
[CUSTOMER][NEUTRAL] First number? OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me get a call reference number please if you don't mind.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No ma'am, this is gonna be. I appreciate your time.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.