AccountId: 011433970860
ContactId: 0c1f4b2a-4035-4c66-b1d8-c17b681d0158
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447500 ms
Total Talk Time (AGENT): 108392 ms
Total Talk Time (CUSTOMER): 127605 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0c1f4b2a-4035-4c66-b1d8-c17b681d0158_20250617T20:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I'm calling you from the provider office, specialty care surgical assist. And I'm looking for a claim information for a patient, please.
[AGENT][POSITIVE] OK, sure, I can assist you with claim system [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]. It's a direct line. And I'm sorry, you said your name was [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, [PII] last initial [PII]
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][NEUTRAL] You're welcome. And may I have um the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. Patient policy ID is
[CUSTOMER][NEUTRAL] 1954795.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh-huh. Patient name, it's [PII].
[AGENT][NEUTRAL] OK, what's her date of birth?
[CUSTOMER][NEUTRAL] Date of, uh, date of birth [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Sure, date of service here.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bill charges of $745 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, for future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh let's see.
[AGENT][NEUTRAL] OK, let me pull the most recent process. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, alright, so it looks like the last time we processed um.
[AGENT][NEUTRAL] We send a benefit amount of $745.
[AGENT][NEUTRAL] To the provider.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this was on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it the claim paid?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And it was paid for $745.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And may I get the, um, uh, check number?
[AGENT][NEUTRAL] Yes, the check number is.
[AGENT][NEUTRAL] 204-915-2.
[CUSTOMER][NEUTRAL] OK. Is it a paper check?
[AGENT][NEUTRAL] Yes, it's a paper check, it's a single check.
[CUSTOMER][NEUTRAL] OK, single paper tag.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And um may I know where the check was sent to?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Let me put that information in one moment.
[CUSTOMER][NEUTRAL] Mhm. Sure.
[AGENT][NEUTRAL] Let me pull the image of the check. OK, one moment.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] was sent to the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is correct. And is it the check was sent on the same date of [PII]?
[AGENT][NEUTRAL] It was sent on in the next business day, so let me just check and see exactly what day was to send on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. It was a single tag and I believe it was still outstanding.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] As of today.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Contact number is [PII].
[CUSTOMER][NEUTRAL] Send
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] And D T.
[CUSTOMER][POSITIVE] Outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much for your help. And uh may I get the reference number for our call, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Oh, OK, sure, that's fine, and [PII].
[CUSTOMER][POSITIVE] 25. All right. Thank you so much. That's all I need for today and you have a good day. Bye now.
[AGENT][POSITIVE] Thank you as well and thank you for calling ATM. Bye-bye.
[CUSTOMER][POSITIVE] Thank you, bye.
[AGENT][POSITIVE] You're welcome. Bye bye.