AccountId: 011433970860
ContactId: 49ad61c7-4769-4b25-bd9a-115025ccfd97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216699 ms
Total Talk Time (AGENT): 77504 ms
Total Talk Time (CUSTOMER): 83309 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/49ad61c7-4769-4b25-bd9a-115025ccfd97_20250513T20:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hey [PII], good afternoon. How are you?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][NEUTRAL] I'm good. My name is [PII]. It's just the letter [PII] I'm trying to check on the medical claim for one of your members, please. Can you help me, please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. I have a [PII]. It's a direct line?
[AGENT][NEUTRAL] Mm thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Northside Hospital. This one is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] May I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02572322.
[AGENT][NEUTRAL] Can I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, we have [PII] [PII] [PII].
[AGENT][POSITIVE] Perfect. Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] $2017.50.
[AGENT][NEUTRAL] That's [PII], correct? Mhm.
[CUSTOMER][NEUTRAL] Can you tell me what.
[CUSTOMER][NEUTRAL] Yes ma'am, yes, can you tell me once you have located the claim when you receive it if you don't mind please?
[AGENT][NEUTRAL] Uh, sure, yes. Mhm.
[AGENT][NEUTRAL] OK, bear with me, um, let me see if I have anything on this other policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Ma'am, thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Looks like they send you guys the claim electronically, no, no, no paper, paper.
[AGENT][NEUTRAL] We have not received a claim as of today for this member.
[CUSTOMER][NEUTRAL] There is no claim on file, um, where do the claim needs to go to if you don't mind me asking?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm sure the claim needs to go to IMA and that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You're breaking up. I'm sorry, what's the name of the insurance company again?
[AGENT][NEUTRAL] It's gonna be IMA.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK. So I India, M Mary, A Apple, correct?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK, may I get a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Yes ma'am, thank you so much you have a great afternoon. I'll have the billing department resubmit this, OK?
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APL. Sure, no problem. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh-huh. Bye-bye.