AccountId: 011433970860
ContactId: 0e6b4b2c-9fdc-477c-944d-cce00b284a7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182250 ms
Total Talk Time (AGENT): 44837 ms
Total Talk Time (CUSTOMER): 60817 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/0e6b4b2c-9fdc-477c-944d-cce00b284a7c_20250502T18:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I'm checking on clients.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] Um, member ID is 0199399, 1993963.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is uh.
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] D of service is [PII] with the bill amount $29,0037.96.
[AGENT][NEUTRAL] OK, it looks like it was received on [PII]. Proceed 8-14-2024.
[AGENT][NEUTRAL] Uh, looks like we were waiting for the insurance or primary insurance explanation of benefits. Do you know when that was sent?
[CUSTOMER][NEUTRAL] Um, it was submitted through mail on, uh, April.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, I don't, I don't show that we've received it yet.
[CUSTOMER][NEUTRAL] Um, is there any fax number?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 3. OK. And uh the attentions too?
[AGENT][NEUTRAL] Uh, that goes straight to our claims department.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, can I get your name and the reference number?
[AGENT][NEUTRAL] Uh my name is [PII]
[AGENT][NEUTRAL] And the reference number is my name with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good day, [PII].
[AGENT][POSITIVE] Thank you for calling ATL.