AccountId: 011433970860
ContactId: 29b4599a-948b-4d48-b2e1-717b75a4f837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135339 ms
Total Talk Time (AGENT): 51391 ms
Total Talk Time (CUSTOMER): 52803 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/29b4599a-948b-4d48-b2e1-717b75a4f837_20250505T13:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, good morning, [PII]. My name is [PII]. I'm calling from provider's office and I'm calling to check status on a claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02545359.
[AGENT][POSITIVE] Alright, thank you so much let me pull this up here one moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, first name is [PII] [PII].
[AGENT][POSITIVE] Alright, thank you for that. Data service.
[CUSTOMER][NEUTRAL] Um, the service is gonna be.
[CUSTOMER][NEUTRAL] $222 to 223 2025 for $683.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] So I'm not showing any claims on file for those dates of service with that bill amount.
[CUSTOMER][NEUTRAL] OK, let me ask you, is the correct uh the correct address to send the claims to is it um.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] Yes, ma'am, yep, and we got a fax and a payer ID I can give you also.
[CUSTOMER][NEUTRAL] Because I can affect a claim to you guys, a secondary claim?
[AGENT][POSITIVE] Mhm. Yeah, absolutely.
[CUSTOMER][NEUTRAL] OK, can I get, can I get the fax number?
[AGENT][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][POSITIVE] Perfect. OK, so no claim on file right now.
[AGENT][POSITIVE] Yes ma'am, correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, can I get a call reference number for this call?
[AGENT][NEUTRAL] Yeah, it's gonna be my name [PII] with today's date. My name again is [PII], last initial [PII], today's date.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK.