AccountId: 011433970860
ContactId: 0caebbc3-35cf-4824-8992-df4bf053687c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258940 ms
Total Talk Time (AGENT): 72530 ms
Total Talk Time (CUSTOMER): 130748 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/0caebbc3-35cf-4824-8992-df4bf053687c_20250530T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good, good, good. My name is [PII]. I'm calling from the Jackson Memorial Hospital.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My last initial is [PII] Um what is your last initial?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] OK, well, I'm calling in reference to a claim that was mailed to you guys back in well let's see.
[CUSTOMER][NEUTRAL] [PII] and um I just need to know the status of the claim.
[AGENT][POSITIVE] OK, happy to check on it. Yeah, start with the policy number.
[CUSTOMER][NEUTRAL] Do you need the policy ID?
[CUSTOMER][NEUTRAL] OK, 02445196 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of uh date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Total bill amounts 43,819. 35 cents.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, not showing any claims on file, [PII].
[CUSTOMER][NEUTRAL] There's no claim on file?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 00 yeah.
[AGENT][NEUTRAL] Do you have the mailing address or how it was sent?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh, I don't know, it's just says here letter and doesn't [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] No, that's not.
[AGENT][NEGATIVE] Mm, that's not correct.
[CUSTOMER][NEUTRAL] American public?
[AGENT][NEUTRAL] It is American public life, but it's a different address.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] American public.
[CUSTOMER][NEUTRAL] Life, uh-huh what is the address?
[AGENT][NEUTRAL] Insurance, uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Insurance, uh huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hold on a second [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Oh [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] City
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm and we have a payer ID and fax too if you want it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The fax, what is the fax number?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 9429423.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] So it's [PII] attention claims department.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you have an email just in case?
[AGENT][NEUTRAL] No, we do not accept claims via email.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure. OK, um, do you have a reference call reference number for this phone call?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name again is [PII], last initial [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK, and [PII] is [PII]?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Because some people do have to pay um spell it differently so to this state. OK, thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome have a great day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye bye.