AccountId: 011433970860
ContactId: 23679ae0-f7c9-41cf-8f5e-3b0d5539fc88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150570 ms
Total Talk Time (AGENT): 47631 ms
Total Talk Time (CUSTOMER): 45644 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/23679ae0-f7c9-41cf-8f5e-3b0d5539fc88_20250210T16:30_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'm calling to check the status of a claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to help. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is 1067624.
[AGENT][POSITIVE] Alright, thank you so much let me pull that up here.
[AGENT][NEUTRAL] And [PII], if I could get a patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then build them out?
[CUSTOMER][NEUTRAL] $4,866.
[AGENT][POSITIVE] Thank you so much. Let me take a look here, see what we got.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service for [PII]. It was [PII].
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] OK, yeah, nothing on file that I see.
[CUSTOMER][NEUTRAL] OK, can I, uh, can I fax it over?
[AGENT][POSITIVE] Yeah, absolutely. Do you need the fax number?
[CUSTOMER][NEUTRAL] Let me see if I have it. I think, uh, one moment, I think, uh, is it the [PII]?
[AGENT][POSITIVE] Yes, ma'am, that is correct.
[CUSTOMER][NEUTRAL] OK, I'll fax it over to um attention claims.
[AGENT][POSITIVE] Yes ma'am absolutely.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.