AccountId: 011433970860
ContactId: 2eea7cff-3338-4029-8dca-19f1216f814d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170910 ms
Total Talk Time (AGENT): 57355 ms
Total Talk Time (CUSTOMER): 57218 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/2eea7cff-3338-4029-8dca-19f1216f814d_20250109T13:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm looking for a claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, sure. The policy number is 021.
[CUSTOMER][NEUTRAL] 73,240.
[AGENT][NEUTRAL] And I'll get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII], the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thanks for that information, uh, [PII], and we're checking claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the date of service in charge?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII] with the bill amount of uh $78 even.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Showing that treatment in the doctor's office is not covered under the patient's policy. I'm showing that this claim was received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and processed on [PII] and did you need that claim number?
[CUSTOMER][NEUTRAL] Uh, I have a claim number with me, so can I get the patient's plan name?
[AGENT][NEUTRAL] Supplementalga or Metlink policy.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][POSITIVE] Complemental.
[AGENT][NEUTRAL] It's a Metlink policy.
[CUSTOMER][NEUTRAL] Could you please spell that?
[AGENT][NEUTRAL] M E D L I N K.
[CUSTOMER][NEUTRAL] M E T L I uh my policy, right?
[CUSTOMER][NEUTRAL] So what are the services covered under the patient plan?
[AGENT][NEUTRAL] Outpatient facility and inpatient?
[CUSTOMER][NEUTRAL] So it's
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][NEUTRAL] Yeah, could you please spell your name and call reference number for the patient and patient is responsible for the charges, right?
[AGENT][NEUTRAL] You'll use
[AGENT][NEUTRAL] We do not determine patient's responsibility. You'll use my name in today's date as reference for today's call, [PII] First initial of last name is first initial last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for your help today.
[AGENT][POSITIVE] Have a good day, [PII].
[CUSTOMER][POSITIVE] Have a good day. Bye.