AccountId: 011433970860
ContactId: 23393c81-e2e0-4086-9b73-72ad5d3a98bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242160 ms
Total Talk Time (AGENT): 93402 ms
Total Talk Time (CUSTOMER): 58812 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/23393c81-e2e0-4086-9b73-72ad5d3a98bd_20250320T14:18_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from provider office and this call may be recorded for quality and training purposes. I'm checking for claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yeah, sure, I can assist you with claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it is [PII] and can I get your name once again?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][NEUTRAL] OK, [PII] right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, that is correct. Yes, and may I have uh the patient's policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it is 1317924.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] date of birth it's uh [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is [PII]. But amount it's $905 even.
[AGENT][NEUTRAL] OK. [PII] for 905.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Thank you. One moment, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And bear with me, let me pull this ELB.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] I'm still waiting on the system, bear with me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, it looks like we processed the claim on [PII], and um we're needing the primary explanation of benefits to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Uh, when you receive this claim?
[AGENT][NEUTRAL] OK, let me get that that's not on the ELB one moment.
[AGENT][NEUTRAL] That was received on [PII].
[CUSTOMER][NEUTRAL] OK, and uh uh the fax number which I have is [PII] is that correct fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Can you help me with the claim number?
[AGENT][NEUTRAL] Sure, the claim number is 356-8005.
[CUSTOMER][NEUTRAL] I just want to reconfirm 8356-8005, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] And the for the call reference number I should you use your name on today's date, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day. Stay safe and bye for now.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APR. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Mm