AccountId: 011433970860
ContactId: 12e8a3b3-2bca-4355-a882-6c4a432524d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211130 ms
Total Talk Time (AGENT): 103984 ms
Total Talk Time (CUSTOMER): 67875 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/12e8a3b3-2bca-4355-a882-6c4a432524d5_20250411T18:02_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], my name is [PII]. I am calling from um Spiro Carson Hospital, checking the status on a claim.
[AGENT][NEUTRAL] Sure, yeah, I can check a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] I do it's 223.
[CUSTOMER][NEUTRAL] 0085.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Um, it's for [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. And what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then do you have that bill amount?
[CUSTOMER][NEUTRAL] Um, the total bill amount for the claim was $396.24.
[AGENT][NEUTRAL] OK, is that the amount before uh major medical paid?
[CUSTOMER][NEUTRAL] Correct after it would be $14.57.
[AGENT][NEUTRAL] 14. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I am not showing that we've received a claim for that date of service for [PII].
[CUSTOMER][NEUTRAL] OK, let's see here let me look at the claim here just a minute, let's make sure all my information is correct on it um let's see, so it was.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sir, just to confirm, I'm sorry, that was [PII], correct?
[CUSTOMER][NEUTRAL] Correct, [PII], yep.
[AGENT][NEUTRAL] OK, OK, just wanted to make sure, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yep, OK, no, that's OK, so it looks like we mailed it to [PII].
[AGENT][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] No, that is actually our old address. I have the new one whenever you're ready.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And when did this new address start?
[AGENT][NEUTRAL] Goodness, I'm not quite sure. Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A coup maybe a couple of years ago, I'm sorry, um, longer than I've been working for the company.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, OK, alright, alright, no problem.
[AGENT][NEUTRAL] Yeah, I, I think it's been about a year or two. I've also got a fax number and a payer ID if you'd like, [PII].
[CUSTOMER][NEUTRAL] Um, go ahead with the fax number if you would that'd be great.
[AGENT][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for our call then?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Um, no, that was all that I needed today. Thank you very much for your help. I appreciate it.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye.