AccountId: 011433970860
ContactId: 2c717f43-9bf7-4f40-9e08-4eef54def4f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283459 ms
Total Talk Time (AGENT): 79497 ms
Total Talk Time (CUSTOMER): 97102 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/2c717f43-9bf7-4f40-9e08-4eef54def4f4_20250304T15:51_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] Yeah, hi, um, my name is [PII] I last initial [PII], and I'm calling from West Boha Medical Center. I'm calling to get a claim.
[AGENT][NEUTRAL] OK, um, sure, I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and what was your name again? I'm sorry I missed it.
[AGENT][NEUTRAL] It's OK. My name is [PII]. That's [PII]. That's initial [PII]. And may I have the patient's policy number? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] 01941770
[AGENT][NEUTRAL] Thank you. One moment, let me pull this information.
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] or [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] for $126,980.95.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me see if I can find this claim.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] You said it was uh starting date is [PII], correct? [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, looks like we have not received that claim as of today.
[CUSTOMER][NEUTRAL] OK, let me look to see when it was sent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, it was sent [PII].
[CUSTOMER][NEUTRAL] And it was sent to [PII].
[AGENT][NEUTRAL] That is the correct address. it doesn't look like we have received that claim.
[CUSTOMER][NEUTRAL] OK, now my next question.
[CUSTOMER][NEUTRAL] Is this a supplemental policy or is this a primary policy?
[AGENT][NEUTRAL] No, this is a secondary supplemental plan to the major medical.
[CUSTOMER][NEUTRAL] Secondary, secondary, like a spell.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's only secondary to major medical.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and can I have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Um, no, I do know, uh, can I, can I confirm that policy term [PII]?
[AGENT][NEUTRAL] Mhm, yes, [PII] is the termination day. Mhm.
[CUSTOMER][NEUTRAL] And when was it effective?
[AGENT][NEUTRAL] It was effective [PII].
[CUSTOMER][POSITIVE] OK, I appreciate it thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Um, nope, I'm good. I appreciate it.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. You have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.