AccountId: 011433970860
ContactId: 383f179e-7b89-4b9f-b43b-7dca72c15b70
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281720 ms
Total Talk Time (AGENT): 48588 ms
Total Talk Time (CUSTOMER): 100971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/383f179e-7b89-4b9f-b43b-7dca72c15b70_20250430T18:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII] with LaW calling from Florida's office regarding, um, medical claim status. Uh, could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, so it's [PII].
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, I do. The policy number is 01612903.
[AGENT][POSITIVE] I'm sorry, could you repeat that one more time? I'm sorry about that.
[CUSTOMER][NEUTRAL] Sure. It's 01612903.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII] or date of birth, it shows of [PII].
[AGENT][NEUTRAL] And date of service and build them up.
[CUSTOMER][NEUTRAL] Um, yeah, data service [PII] total charge is $19,550 even 19,550.
[AGENT][NEUTRAL] OK, looks like we received it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, we received it a few times. Let me find where the claim is.
[CUSTOMER][NEUTRAL] Calling.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Really.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] That's the same.
[AGENT][NEUTRAL] What was the total bill charges?
[CUSTOMER][NEUTRAL] Uh, again, it's $19,550 even 19,550.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, looks like we received it, um, and a payment was made to the patient.
[CUSTOMER][NEUTRAL] Manna Way.
[AGENT][NEUTRAL] The patient submitted it.
[CUSTOMER][NEUTRAL] Say it one more time.
[AGENT][NEUTRAL] The patient submitted the claim for reimbursement?
[CUSTOMER][NEUTRAL] So the patient submit the claim to you?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] that
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So in this case what we do we need to get the payment from the patient?
[AGENT][NEUTRAL] you need to contact them about any information on it, correct.
[CUSTOMER][NEUTRAL] May I know the allowed and paid amount?
[AGENT][NEUTRAL] You'll have to contact the patient for information on the claim since it was paid to them and we're secondary.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] All right. Can I get the claim number?
[AGENT][NEUTRAL] 358-4159.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh, [PII], can I get the call reference number please?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] The last initial please.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much for the information. Have a good one take care.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye bye.