AccountId: 011433970860
ContactId: 3fea06bc-27c4-42dc-954e-05b61fe64354
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177720 ms
Total Talk Time (AGENT): 70559 ms
Total Talk Time (CUSTOMER): 51393 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/3fea06bc-27c4-42dc-954e-05b61fe64354_20250311T16:53_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so, my name is [PII].
[CUSTOMER][NEUTRAL] I am calling from Riverview Medical Group and I need to talk to you about a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02518
[CUSTOMER][NEUTRAL] 259.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Thank you. May I have the date of service and the amount of the claim, Miss [PII]?
[CUSTOMER][NEUTRAL] Yep, [PII].
[CUSTOMER][NEUTRAL] And total amount is $350.32.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] 863.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like we received the claim [PII], processed [PII], and we need the primary EOB to continue the processing of this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where does that need to go?
[AGENT][NEUTRAL] OK, you can either fax it or mail it. Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I will go ahead and get that over there um do you have a reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers, Miss [PII]. You can use my name in today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] Yes, spell it please.
[AGENT][NEUTRAL] Sure. Yes, that's [PII].
[CUSTOMER][POSITIVE] All right, well thank you very much I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Miss [PII], and thank you for calling ATL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh huh bye bye.