AccountId: 011433970860
ContactId: 1ad12445-79f0-4eb1-9100-a782bb9d481b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185960 ms
Total Talk Time (AGENT): 88754 ms
Total Talk Time (CUSTOMER): 59335 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/1ad12445-79f0-4eb1-9100-a782bb9d481b_20250623T14:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. uh, [PII], is this for your individual policy or are you with a provider?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Uh no, I'm with the provider.
[AGENT][NEUTRAL] Got it. uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, my direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes I do. It is 018978883.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that and what was the date of service for this claim?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] OK and then do you have that bill amount?
[CUSTOMER][NEUTRAL] $9,399.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][POSITIVE] You're welcome. OK.
[AGENT][NEUTRAL] OK, and then I'm sorry, do you have the tax ID for this, uh, provider?
[CUSTOMER][NEUTRAL] Yes, tax ID is [PII].
[AGENT][NEUTRAL] OK, so it does not look like we have received a claim for that amount or from this provider for the state of service.
[CUSTOMER][NEUTRAL] OK, yeah, it, well, she has Aetna primary, so I'm thinking it may not have crossed over. So, OK, alrighty, so no claim on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh OK well I do have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK, yes, what's the payer ID?
[AGENT][NEUTRAL] Sure, that's 60801.
[CUSTOMER][NEUTRAL] 0801 OK and that fax is.
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, and the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, thank you. OK, and do y'all do reference numbers for your calls?
[AGENT][NEUTRAL] Yeah, it 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?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that was it thank you so much.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you