AccountId: 011433970860
ContactId: 497dee42-edfb-4e77-93b2-ebfb1649cb1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139419 ms
Total Talk Time (AGENT): 58668 ms
Total Talk Time (CUSTOMER): 56316 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/497dee42-edfb-4e77-93b2-ebfb1649cb1f_20250422T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. I just called and spoke with [PII], and I forgot to get the claim receipt and process date from her on this claim.
[AGENT][POSITIVE] Oh, sure, yeah, I can get that for you. Let's see.
[AGENT][NEUTRAL] We're just needing when a claim was received and processed.
[CUSTOMER][NEUTRAL] Uh-huh, and I have the claim number.
[AGENT][POSITIVE] Perfect, I can go ahead and take that please.
[CUSTOMER][NEUTRAL] It's 352-905-8.
[AGENT][NEUTRAL] OK and then what was your name please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you and then really quick to, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] It's the direct line [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and then let's see what was the name and date of birth for this member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much for that. All righty. Give me just a moment, let's take a look here.
[AGENT][NEUTRAL] 58. OK, so this claim was received [PII]?
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, thank you. Um, I, I think when she said you all don't do, uh, patient responsibility, you leave it to the provider, my mind went blank and I was like, what? Huh? We, I've never heard that.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I understand. We get that quite a bit.
[CUSTOMER][NEUTRAL] But thank you, yeah, I, and then I, I went to process it and I'm like, wait, when was it received and processed?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Oh wait
[AGENT][POSITIVE] No worries. I was just a call away. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] Alright, yes ma'am, thank you, great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.