AccountId: 011433970860
ContactId: 398c9b46-67b4-4bf5-9a4a-8fbf41fc40b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214789 ms
Total Talk Time (AGENT): 64867 ms
Total Talk Time (CUSTOMER): 44388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/398c9b46-67b4-4bf5-9a4a-8fbf41fc40b3_20250312T20:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], my name is [PII] with Doctor [PII]'s office, and I was just checking the status of a claim.
[AGENT][NEUTRAL] OK Ms. [PII], I can help you with the claim. Can I please get your.
[AGENT][NEUTRAL] Call back number just in case our call gets disconnected.
[CUSTOMER][NEUTRAL] Uh huh it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, policy number is 02494674 um [PII] date of birth [PII].
[AGENT][NEUTRAL] OK, let me pull in her policy real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service of the claim and the charge amount?
[CUSTOMER][NEUTRAL] Uh huh, um, [PII] of this year for 165.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim, and I'll be right back, Miss [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII]. I'm back with you again, um, so I did find the claim and the, the claim number is 357.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3975.
[AGENT][NEUTRAL] And at the time we're waiting for eligibility for benefits in the car.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is something that's checked daily and once we get the eligibility, the claim would automatically be reprocessed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, that is what I needed I appreciate it.
[AGENT][POSITIVE] It's no problem at all. So there's nothing else I can help you with before we go?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, Miss, I hope you have a wonderful day and thank you for calling yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome bye bye.
[CUSTOMER][NEUTRAL] Bye bye.