AccountId: 011433970860
ContactId: 1efb5ead-5158-45e0-b4fc-8f5b5a56e59b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149350 ms
Total Talk Time (AGENT): 56398 ms
Total Talk Time (CUSTOMER): 64533 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/1efb5ead-5158-45e0-b4fc-8f5b5a56e59b_20250514T14:27_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling ATL. speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the provider's office, and I was calling to check on the claim and see if y'all received it.
[AGENT][POSITIVE] OK, yes ma'am, I can verify claim status for you.
[CUSTOMER][NEUTRAL] and your, and your name?
[AGENT][NEUTRAL] Uh, it's [PII], and I apologize, your name is again?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Oh, hold on, I'm giving you a new name today. And Ms. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that would be 022 03880.
[AGENT][POSITIVE] OK, thank you ma'am, give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII], the total charge uh for primary pay was 421.
[CUSTOMER][NEUTRAL] So we billed you $60.
[AGENT][NEUTRAL] 60. OK, thank you. Give me one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Vascular surgeon Associates of Richmond.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I show that claim process as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] OK, all this is not covered. That's what I needed. Um, can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. That's what I needed.
[AGENT][NEUTRAL] OK, well thank you for calling ATM.
[CUSTOMER][NEUTRAL] Mm, do you have a claim? do you have a claim number? Do you have a claim number on that? OK, go ahead.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Yes, ma'am. Uh, claim number is 3523932.
[CUSTOMER][POSITIVE] OK, that's what I needed. Thank you, [PII]. Bye-bye.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah.