AccountId: 011433970860
ContactId: 31776b3b-2c3c-4aad-bd49-e45e01b096ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185050 ms
Total Talk Time (AGENT): 64083 ms
Total Talk Time (CUSTOMER): 78080 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/31776b3b-2c3c-4aad-bd49-e45e01b096ff_20250527T19:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from, um, dermatology Group of Florida. I'm just looking for status on the claim, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number.
[CUSTOMER][NEUTRAL] OK, uh, policy number is
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02556035
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the client.
[CUSTOMER][NEUTRAL] [PII], uh, it's a builded amount of $532.56.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, I'm not showing a claim on file for [PII]. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Um, they're submitted electronically. Let me see.
[CUSTOMER][NEUTRAL] What payer ID I have.
[CUSTOMER][NEUTRAL] Um, well, it goes to a [PII] [PII].
[AGENT][NEUTRAL] Um, yes, ma'am. That's our mailing address and claims can also be faxed in and I can give you our payer ID.
[CUSTOMER][NEUTRAL] OK, what, what is the, um, what, what is the payer ID?
[AGENT][NEUTRAL] Um, it's 60801.
[CUSTOMER][NEUTRAL] OK, 60801?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 0801 yeah that's not coming up. OK, why don't you go ahead and give me the fax number and I'll get that um submitted resubmitted.
[AGENT][NEUTRAL] OK. The fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and would there be a reference number for our call today?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII] um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, [PII], thank you so much. Appreciate your help today.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you, you too. Bye.
[AGENT][NEUTRAL] OK.