AccountId: 011433970860
ContactId: 34f93f7a-2d24-43c7-9e8b-383353b4795f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344980 ms
Total Talk Time (AGENT): 104974 ms
Total Talk Time (CUSTOMER): 146486 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/34f93f7a-2d24-43c7-9e8b-383353b4795f_20250407T18:07_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office, and I'm looking for general claim status. Before that, can you spell your name for me once?
[AGENT][NEUTRAL] Sure. My name is [PII]. That's [PII]. And may I have the spelling of your name?
[CUSTOMER][NEUTRAL] Uh, can you repeat your name once again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, your last initial is [PII], right?
[AGENT][NEUTRAL] [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, sure, thank you very much because your voice is cutting in between, so that's why I can't get it at the first time.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, may I have the spelling of your name?
[CUSTOMER][NEUTRAL] Are
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh yes. Uh, so my callback is [PII].
[AGENT][NEUTRAL] OK. And what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] That is Claiborne County Hospital.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. And what's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, one moment, let me pull it for you.
[CUSTOMER][NEUTRAL] OK, that is
[CUSTOMER][NEUTRAL] 915-366
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient is [PII].
[AGENT][NEUTRAL] Her date of birth.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mm, OK. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of service is [PII] and the total charges in this $348 even.
[CUSTOMER][NEUTRAL] That is
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, I don't have a claim for [PII]. Now, this particular policy was terminated back in [PII] and there's no other policies.
[CUSTOMER][NEUTRAL] Uh, so did you mean that the, this policy is not active for the date of service?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So, can you please provide, provide me previous policy effective and term date?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and this policy, which is the only policy I have for Jalanda way up, is going to be effective [PII].
[AGENT][NEUTRAL] Terminated [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, termination is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] 1st [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. And do you have updated COB for this member?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No, because we don't have a policy since [PII] and we only carry secondary policies.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I got you. And
[CUSTOMER][NEUTRAL] So you don't have any information regarding the
[CUSTOMER][NEUTRAL] Available insurance as well because about [PII]. So, can I have this call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name and today's state if you will.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Thank you very much, sir, for your time and for your help as well. Have a nice day. Bye for now.
[AGENT][POSITIVE] You as well. Thank you for calling ATM. Bye-bye.
[AGENT][POSITIVE] Just funny.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.