AccountId: 011433970860
ContactId: 3bee69dc-0cd1-4051-b689-10b7a9a2d05f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309859 ms
Total Talk Time (AGENT): 98680 ms
Total Talk Time (CUSTOMER): 66154 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/2025/03/25/3bee69dc-0cd1-4051-b689-10b7a9a2d05f_20250325T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. That's [PII], and I'm calling from Highland Clinic, ATMC to get the information on a claim, please.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your callback number, [PII], just in case the call gets dropped?
[CUSTOMER][NEUTRAL] It's through
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It's [PII], [PII], and the policy number is 1235013.
[AGENT][NEUTRAL] Sir, can you hear me?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Repeat that policy number for me please?
[CUSTOMER][NEUTRAL] Sure, no problem. 123-5013.
[AGENT][NEUTRAL] OK, and that's 1235013?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me look that up real.
[CUSTOMER][NEUTRAL] It looks like it's, it looks like it may be on his wife's name, [PII].
[AGENT][NEUTRAL] OK. Yes, I do find him.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Day of services for [PII]. Total charges of $388.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up that claim and I'll be right back sir.
[CUSTOMER][POSITIVE] Thank you ma'am.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the claim for you. The claim number is 357-7129.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was paid $50. After that, $50 was paid, it maxed out the benefit for the day.
[AGENT][NEUTRAL] And the check number for the claim.
[AGENT][NEUTRAL] Is 203-355-5.
[AGENT][NEUTRAL] That check was sent out on [PII].
[AGENT][POSITIVE] And it's still outstanding and has not been cached yet because it was just sent.
[CUSTOMER][NEUTRAL] And are you able to provide me with the mailing address for the check, please?
[AGENT][NEUTRAL] The email address or the mailing address?
[CUSTOMER][NEUTRAL] The mail the mailing address.
[AGENT][NEUTRAL] Yes, yes, the mailing address is [PII], and that's in [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK [PII] well thank you so much that'll be all.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling ATO.
[CUSTOMER][POSITIVE] Yes ma'am you too bye bye.
[AGENT][NEUTRAL] Bye bye.