AccountId: 011433970860
ContactId: 0e800361-97fe-4e43-9e68-5ab8667018b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361359 ms
Total Talk Time (AGENT): 114838 ms
Total Talk Time (CUSTOMER): 92477 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/0e800361-97fe-4e43-9e68-5ab8667018b4_20250423T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am calling from a provider's office to check claim status.
[AGENT][NEUTRAL] OK, I can help with claim status. May I please get your name and your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's uh [PII].
[AGENT][NEUTRAL] OK, and can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Miss [PII], and what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] That is gonna be [PII]
[CUSTOMER][NEUTRAL] Uh, the number that I have is, starts with a D.
[CUSTOMER][NEUTRAL] D [PII].
[AGENT][NEUTRAL] And what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Oh, it's uh [PII].
[AGENT][NEUTRAL] Thank you, ma'am. OK, Ms. [PII], I'm gonna need to transfer you over to IMA. I'm gonna give you that phone number just in case the call is dropped while I'm transferring you, you'll have it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's gonna be a brief hold while I transfer you on over.
[CUSTOMER][NEUTRAL] OK. That's the number I called.
[AGENT][NEUTRAL] Oh, they sent you back to us?
[CUSTOMER][NEUTRAL] Well, it said press something for IMA press something for APL. So I, I have a card that says benefits in a card and then the other insurance card the patient has says IMA and APL. So I don't know which one I need to be.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, do you, do you have another um.
[AGENT][NEUTRAL] Policy number besides one that starts with the deed that you can see or the patient's social.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, so I see this one it's 0251.
[CUSTOMER][NEUTRAL] 3068
[AGENT][NEUTRAL] OK, that's one of our policy numbers. Let me look that up real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got it pulled up. What was her, her.
[CUSTOMER][NEUTRAL] Yeah, they're like two different things.
[AGENT][NEUTRAL] Yes ma'am, what was her date of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] $1,273 even.
[AGENT][NEUTRAL] OK and then can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Um, it's Piedmont Augusta Hospital, but it may also be under the name University Health Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a quick hold, Miss [PII]. I'm gonna search for this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi there.
[AGENT][NEUTRAL] Miss [PII], so looking on that service, I did not find a claim on file on our end. So let's go ahead and transfer you on over to IMA so that they can look on their end and see if the claim has been filed through them.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][NEUTRAL] OK, alright, it's gonna be a brief hold while I.
[CUSTOMER][NEUTRAL] Can I get a reference number for our call?
[AGENT][NEUTRAL] Yes, yes, ma'am. You can use my name, [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're very welcome. It's gonna be a quick hold while I transfer you on over.
[AGENT][POSITIVE] Thank you for calling ATL Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Thank you for calling 90 Degree Benefits, the administ.