AccountId: 011433970860
ContactId: 0cec3bb7-e500-40ad-acf0-7cf8ebde70b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314679 ms
Total Talk Time (AGENT): 82452 ms
Total Talk Time (CUSTOMER): 74941 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/0cec3bb7-e500-40ad-acf0-7cf8ebde70b6_20250214T21:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling with a provider's office. I was hoping to get some help checking on claims for a mutual patient.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] I have 021-877-02.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] OK, and what's a good um phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That is gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] And [PII], what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for that and you said that you have some claims to check?
[CUSTOMER][NEUTRAL] Yes, just 2.
[AGENT][NEUTRAL] OK, OK, if I can get the date of service and then the total charge?
[CUSTOMER][NEUTRAL] Of course. That's gonna be [PII].
[CUSTOMER][NEGATIVE] And the total charge amount should be $92 even.
[AGENT][NEUTRAL] And what's the other data service?
[CUSTOMER][NEUTRAL] That's gonna be at [PII].
[CUSTOMER][NEUTRAL] Let me grab that charge out for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That one is going to be
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] $80 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this for physical therapy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so the [PII].
[AGENT][NEUTRAL] It's processed on [PII], issuing a payment of $85.
[AGENT][NEUTRAL] Um, under claim number 3557288.
[CUSTOMER][NEUTRAL] Is that just a single check payment?
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] Do you happen to have the check number?
[AGENT][NEUTRAL] Mhm, the check number is 202.
[AGENT][NEUTRAL] 5606.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then for the [PII] date of service.
[AGENT][NEUTRAL] This was processed on the [PII] of this year.
[AGENT][NEUTRAL] Uh, issuing a payment of $80.
[AGENT][NEUTRAL] The claim number is 3561308.
[AGENT][NEUTRAL] And the individual check number is 2026903.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I think that is everything. Is there by chance a call reference number for today?
[AGENT][NEUTRAL] You'll use my name in today's status reference. um [PII] and first initial last name is [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. That's everything that I needed help with. I do really appreciate it.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling [PII]. Happy [PII].
[CUSTOMER][POSITIVE] Yes, you too.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye.