AccountId: 011433970860
ContactId: 2f16d1e0-c324-444b-bb0c-64de63720f01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271640 ms
Total Talk Time (AGENT): 58090 ms
Total Talk Time (CUSTOMER): 122013 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/2f16d1e0-c324-444b-bb0c-64de63720f01_20250423T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office, and I'm looking for claim status.
[AGENT][NEUTRAL] OK, I'm happy to check a claim. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Alphanumeric starting with the letter R Romeo, S Sam, P Papa.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] 14 consecutive 045.
[AGENT][NEUTRAL] OK, our, our policies don't start with letters. Do you have their name or social?
[CUSTOMER][NEUTRAL] Uh, one moment, let me pull that out for you. Just a moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And you spell your name [PII], correct?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, thank you. And the Social Security for this number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you, let me take a search by that one moment please.
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I didn't, I didn't
[AGENT][NEUTRAL] What is the patient's first and last name?
[CUSTOMER][NEUTRAL] Member is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, yeah, one moment, [PII] just.
[CUSTOMER][NEGATIVE] I've got some issue here with my system one moment.
[CUSTOMER][NEUTRAL] 16.
[CUSTOMER][NEUTRAL] My way.
[CUSTOMER][NEUTRAL] [PII] uh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The service is [PII].
[CUSTOMER][NEUTRAL] And total charges $1,791.20.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 700. What was the bill amount again?
[CUSTOMER][NEUTRAL] 1791.20.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] OK, uh, this member policy effective for this date of service?
[AGENT][NEUTRAL] They are not. The member's policy terminated [PII].
[CUSTOMER][NEUTRAL] OK, the policy is terminated.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. And what is the effective of this policy?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] So that means there is no use of this claim to file as this number is not effective, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, do you have the some another active coverage policy details?
[AGENT][NEUTRAL] We don't show any other active policy with us at this time.
[CUSTOMER][NEUTRAL] I push you will be OK, I got you. And can I have this call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. The last initial to my name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Thank you very much. Have a nice day.
[AGENT][NEUTRAL] You too. Bye-bye.