AccountId: 011433970860
ContactId: 2a53cd1b-bbad-41d9-a4c8-f2a64c46b00e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241839 ms
Total Talk Time (AGENT): 84491 ms
Total Talk Time (CUSTOMER): 89800 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/2a53cd1b-bbad-41d9-a4c8-f2a64c46b00e_20250425T17:46_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] calling from provider's office checking on claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Can I get the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure, the policy number is
[CUSTOMER][NEUTRAL] 1442058
[AGENT][NEUTRAL] 2058.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $177 even.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Data service just to confirm, [PII].
[CUSTOMER][NEUTRAL] No, it's 24 [PII] for the total charge the amount of $177 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Thank you for your patience on this. So it looks like we did receive a claim for this state of service. Claim was received [PII].
[AGENT][NEUTRAL] Claim was denied on [PII]. Services were rendered after the policy was acted or terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Can I have the policy effective on termination date?
[AGENT][NEUTRAL] Effective is [PII]. Term date is [PII].
[CUSTOMER][NEUTRAL] OK, can I have the claim number?
[AGENT][NEUTRAL] Claim number is 3,557,910.
[CUSTOMER][NEUTRAL] OK, could you please fax me a copy of COV?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, absolutely. What's the fax number?
[CUSTOMER][NEUTRAL] Sure, fax number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm, [PII]. Is that correct?
[CUSTOMER][NEUTRAL] No I'm the number.
[CUSTOMER][NEUTRAL] Yes, correct, and attention to [PII].
[AGENT][NEUTRAL] Alright, so I am sending that EOB should be there in about 5 minutes. [PII], is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Uh, no, sir, that's it for the day. Thank you very much. Can I have the reference number?
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date. My name again is [PII], which is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you very much. Bye for now. Take care.
[AGENT][NEUTRAL] You too, bye bye.