AccountId: 011433970860
ContactId: 53562da4-e7a8-45bd-a836-26678756f1b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145279 ms
Total Talk Time (AGENT): 57308 ms
Total Talk Time (CUSTOMER): 51766 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/53562da4-e7a8-45bd-a836-26678756f1b1_20250304T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII] and I'm calling from Cookville Regional Medical Center, and I am just needing to go over a claim if possible.
[AGENT][NEUTRAL] Sure, I can look at that claim for you. uh [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It's 02536197.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you for that. Uh, do you have the claim number, [PII]?
[CUSTOMER][NEUTRAL] Uh, the claim number, let me look real quick.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number, reference number, would it be the reference number?
[AGENT][NEUTRAL] No, um, if you're looking at the EOB it uh should be closer to the top. It begins with yes.
[CUSTOMER][NEUTRAL] Oh, claim number, there we go. I see it. 352-335-5.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so it looks like for this claim we did pay a benefit of $150. Let me take a look. I believe, yes, so that met their maximum uh for the date of service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Is this like a limited plan?
[AGENT][NEUTRAL] Yes, this is a limited indemnity medical plan.
[CUSTOMER][NEUTRAL] OK, I just wanted to ver that's what I wanted to verify. OK, perfect. OK, can I get a call reference number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last [PII] is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you so much for your help. I really do appreciate your time.
[AGENT][POSITIVE] Alright, yes, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.