AccountId: 011433970860
ContactId: 48fdab41-7c7f-426c-95dc-e92475c3e094
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277149 ms
Total Talk Time (AGENT): 89646 ms
Total Talk Time (CUSTOMER): 98663 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/48fdab41-7c7f-426c-95dc-e92475c3e094_20250310T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII]. I'm calling from Southside Medical Center to get claim status for patients.
[AGENT][NEUTRAL] Sure, I could check a claim for you. I'm sorry, um, it kind of cut out there at the beginning. What did you say your name was?
[CUSTOMER][NEUTRAL] [PII], and I'm calling from Southside Regional Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. And then, uh, did you have the policy number?
[CUSTOMER][NEUTRAL] I have the member ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um 02046872.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then uh do you have that bill amount?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $35,108.29.
[AGENT][POSITIVE] Got it OK thank you one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh, [PII], was that the amount, um, before or after major medical paid?
[CUSTOMER][NEUTRAL] It's before the total charges of the um claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you happen to have the uh tax ID?
[CUSTOMER][NEUTRAL] Yes, the tax ID.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so it does not look like we have received this claim Asa.
[CUSTOMER][NEUTRAL] Give me 1 2nd please, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Let me provide you with a different tax ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or on the yeah.
[CUSTOMER][NEUTRAL] For South Side Regional Medical Center, um, [PII]. That's what I gave you the first time, right? And you say you don't have anything on file.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there another way that we can look it up, or?
[AGENT][NEUTRAL] Um, I could give me just a moment. Um, I can review the claims that we do have. Um, do you happen to have the amount, um, left over after major medical paid?
[CUSTOMER][NEUTRAL] Let's see, one second.
[CUSTOMER][NEUTRAL] Could be um $4,913.45.
[AGENT][NEUTRAL] OK, now, so I only have a few claims on file at all for this member um and they are all for this date of service but they're for different amounts and from different providers so it really does not look like we've received this one.
[CUSTOMER][NEUTRAL] OK, so you, you don't have a claim on the file. OK, thank you so much. And can I have a reference number for this call?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] That's it thank you have a great day.
[AGENT][POSITIVE] Of course you too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you, bye.