AccountId: 011433970860
ContactId: 0f276609-30a2-4080-8572-f78d003146d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 388760 ms
Total Talk Time (AGENT): 98246 ms
Total Talk Time (CUSTOMER): 112113 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/0f276609-30a2-4080-8572-f78d003146d1_20250130T19:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm calling for uh claim status please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] My name is [PII] The number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] I have 156-8608 M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] [PII] or [PII]?
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $382.
[AGENT][NEUTRAL] OK, and what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $75.
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] That's Hernando Pasco Primary care.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you, [PII], and I'll be right back.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you [PII]. This is [PII] back with you again so looking for data service uh [PII]. I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Let me see how was so you didn't find it?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] It was and.
[CUSTOMER][NEUTRAL] It was sent by paper um.
[CUSTOMER][NEUTRAL] My paper claim on [PII] because we call and you guys say you didn't have it.
[AGENT][NEUTRAL] OK, let me look.
[AGENT][NEUTRAL] OK, what address did you send it to?
[CUSTOMER][NEUTRAL] Uh, the one we have here for you guys is.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] what is that for MS?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], yeah [PII], but I can, I can tell you now that that [PII] has been closed for 2 years. Let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh my [PII], that's not the address, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so what is the address? I'm ready.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, and it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] Yes, and that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's uh [PII], [PII].
[CUSTOMER][NEUTRAL] And then the cities is uh [PII], the the state.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] I don't know why they they have the address. I'm gonna see if it's gonna update it here.
[CUSTOMER][NEUTRAL] Alright, can I get a reference number please?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] You're very welcome, [PII]. You have a great rest of your day and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Bye bye.