AccountId: 011433970860
ContactId: 27017dcf-9f0a-4b87-8b08-1275718985f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248059 ms
Total Talk Time (AGENT): 62365 ms
Total Talk Time (CUSTOMER): 61391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/27017dcf-9f0a-4b87-8b08-1275718985f3_20250409T12:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling from Oker Saint Francis Physicians Network. I was calling to get assistance with a claim status update.
[AGENT][NEUTRAL] OK, can you spell your first name for me?
[CUSTOMER][NEUTRAL] Yeah, [PII]. Last initial [PII].
[AGENT][NEUTRAL] And you said it's pronounced Nei?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and I'm sorry, give me the nature of the call, Mini.
[CUSTOMER][NEUTRAL] I'm trying to get a claim status update for a patient.
[AGENT][NEUTRAL] A claim status, OK, what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] That that's the phone number.
[AGENT][NEUTRAL] I'm sorry, I'm the policy number.
[CUSTOMER][NEUTRAL] Yeah, uh, policy number is 023893887.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and for the claim status, what's the date of service and charge?
[CUSTOMER][NEUTRAL] Yeah, the data service is [PII] for $382.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, what are the procedure codes on the claim?
[CUSTOMER][NEUTRAL] 9,921,493,000
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we're requesting a copy of the major medical explanation of benefits and looks like we processed his claim on [PII]. I have the claim number if you would like.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Did you need the claim number any?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's 357.
[AGENT][NEUTRAL] 8409.
[CUSTOMER][NEUTRAL] OK, and then you said you're requesting major medical records?
[AGENT][NEUTRAL] The explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] I think like, um, can I get your name please?
[AGENT][NEUTRAL] It's [PII], first initial last name is [PII], and you'll use my name and today's date as reference for today's call.
[CUSTOMER][POSITIVE] OK, so I'll go ahead and I'll submit it to that and other insurance and go from there, but thank you.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You can