AccountId: 011433970860
ContactId: 42ce3ed8-b7fd-4263-8482-4fa66ca406a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188059 ms
Total Talk Time (AGENT): 53712 ms
Total Talk Time (CUSTOMER): 58570 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/42ce3ed8-b7fd-4263-8482-4fa66ca406a0_20250122T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] also, and I'm with Moser and Aonics, and I am calling to check on a claim for a patient that was sent back in November.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you. Do you have their policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02261126.
[AGENT][POSITIVE] All right. Thank you so much. Let me pull this up.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Her name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] Um, that was, let's see [PII].
[AGENT][NEUTRAL] OK, and the bill amount?
[CUSTOMER][NEUTRAL] $85.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me take a look here.
[AGENT][NEUTRAL] Data service just to confirm was [PII] correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, I'm not showing anything on file for that date of service.
[CUSTOMER][NEUTRAL] Oh really?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 3963, yeah.
[CUSTOMER][NEUTRAL] I guess I will um.
[AGENT][NEUTRAL] No, it looks
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Oh I was just gonna say it looks like the last day service I see is 9:27.
[CUSTOMER][NEUTRAL] 927 is that from our office?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, well, I will just uh resubmit another claim then for this.
[CUSTOMER][NEUTRAL] Um, data service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.