AccountId: 011433970860
ContactId: 387166b5-c232-4496-830f-c913521cdeba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179779 ms
Total Talk Time (AGENT): 75928 ms
Total Talk Time (CUSTOMER): 92204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/387166b5-c232-4496-830f-c913521cdeba_20250131T16:57_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I just need to ask a question about a claim please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Call back is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number?
[CUSTOMER][NEUTRAL] Yes, um, this is for an old claim. I don't know if he even still has it, but we'll give it a try. It's um 02094912ML8.
[AGENT][NEUTRAL] OK, and please verify his name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] I, uh, let's see [PII].
[AGENT][NEUTRAL] OK, I found them in our system and the policy is still active. Um, what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] It's an old one. It's 1111 [PII] $240.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it also processed on December.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see. Well, no, it processed on [PII] and it denied because office visits are not covered under the policy. Um, the claim number is 30604 mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so you start out with 306.
[AGENT][NEUTRAL] Mhm. 0409.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, is there any way you could fax that EOB to me? It's just that the patient is requesting the record. I do see where I put it, uh, comment on his account, uh, where APL ELB does not cover, but we have limited space here to storage things, so that's gone away from my area. So I was wondering, could you fax that EOB to me or do you have access.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, ma'am. What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent it. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Oh, you're the best.
[CUSTOMER][NEUTRAL] No, that's all for today and your name again?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, and thank you so much for that fact. I appreciate it.
[AGENT][POSITIVE] No problem. I thank you for calling ATL. You have a great weekend.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.