AccountId: 011433970860
ContactId: 1c5a47ea-f767-499f-b725-d68a7c26a620
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130720 ms
Total Talk Time (AGENT): 68783 ms
Total Talk Time (CUSTOMER): 48312 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/1c5a47ea-f767-499f-b725-d68a7c26a620_20250206T19:23_UTC.wav
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[AGENT][NEUTRAL] Contacting ATM, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on claim status.
[AGENT][NEUTRAL] Hey [PII], I can help with the payment status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. The policy number is gonna be 01982175 M as in Mike, L Lima 8.
[AGENT][NEUTRAL] OK, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that thank you. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. What's the data service we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Date of service [PII]. total bill amount $1,606 even.
[AGENT][NEUTRAL] Thank you. Your claim number is 35.
[AGENT][NEUTRAL] 46963.
[AGENT][NEUTRAL] And it looks like uh we received your claim.
[AGENT][NEUTRAL] On um
[AGENT][NEUTRAL] The [PII] and we process it on the [PII] now. Uh, the thing is, is that, uh, [PII], because we're the secondary insurance, um, we need the explanation of benefits from their primary insurance in order to finish processing this claim. And so if you could
[CUSTOMER][NEUTRAL] Can you please provide me the fax number?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[CUSTOMER][NEUTRAL] OK. And uh can you please spell your name and provide me the call reference regarding this claim?
[AGENT][NEUTRAL] Yes, it's uh [PII] and the first and uh we'll use that today's date as a reference.
[CUSTOMER][NEUTRAL] Uh, uh, it's [PII] or [PII].
[CUSTOMER][NEUTRAL] The first initial.
[AGENT][NEUTRAL] Uh, no, it's uh [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, [PII] letter of my last name is [PII], and we'll use that in today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], uh, thanks for your kind information and have a great day. Bye for now.
[AGENT][POSITIVE] OK, thanks for contacting A. Have a good day