AccountId: 011433970860
ContactId: 43fa39cf-9e73-4b82-998c-6eb8444be5b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126400 ms
Total Talk Time (AGENT): 48311 ms
Total Talk Time (CUSTOMER): 31548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/43fa39cf-9e73-4b82-998c-6eb8444be5b7_20250218T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I have a question about a patient's claim?
[AGENT][NEUTRAL] OK, I can check on that claim for you. You said your name was [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] It's 01986725.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, claim number is 3507515.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, so for this claim, it looks like we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] So is it patient responsibility or does it is it um a write off?
[AGENT][NEUTRAL] Oh, we don't say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] What's the call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Nope, that was it. Thank you very much.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.