AccountId: 011433970860
ContactId: 4f4e20e1-aab4-4778-9c6a-dc9dbb126c88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117819 ms
Total Talk Time (AGENT): 17350 ms
Total Talk Time (CUSTOMER): 52311 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/4f4e20e1-aab4-4778-9c6a-dc9dbb126c88_20250509T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, um, I was calling about a claim I submitted, um, for, for, um, uh ELB for the durable medical equipment. I've been trying to call around to get the um itemized bill for that, and they don't have it like they said that it was, you know, through the through the, through the, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The orthopedic click.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Were you able to get in touch with them? Did they tell you they had it?
[CUSTOMER][NEGATIVE] No, no, they don't have it. They gave him the, the boot and the crutches and they billed my insurance for it. My insurance pay whatever they pay, but I didn't, I, I don't know where to find an itemized bill. Like the hospital, I mean, I'm sorry, the, the office visit summary shows that he was issued these things, but like I said, it's, it's no itemized bill for it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] Oh my goodness, I'm so sorry. That is very frustrating. Um, if they were able to file that claim with your primary, they would absolutely have the I don't.
[CUSTOMER][NEUTRAL] Yeah, I, I have no idea because my insurance already paid it.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] Hello. I can't hear you if you're talking. I can't hear anything.