AccountId: 011433970860
ContactId: 5482474f-185c-48af-82c3-d9a6d0a8c238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178389 ms
Total Talk Time (AGENT): 84008 ms
Total Talk Time (CUSTOMER): 38508 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/5482474f-185c-48af-82c3-d9a6d0a8c238_20250508T16:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name?
[AGENT][POSITIVE] My name is [PII], that's [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I was calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02559086
[AGENT][NEUTRAL] Mm thank you. And may I have the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Clay County Medical Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the patient is, uh, Cypress Cato.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total amount bill was $63.
[AGENT][NEUTRAL] Yeah, so I'm looking for a claim, [PII] for 63.
[AGENT][NEUTRAL] Let me see if I can find this claim.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And again, that was [PII], correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] this year, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, we have not received that claim as of today. Now, the policy was terminated during that time of service, so I'm not sure if that's the reason we did not get the claim. Um, the policy terminated [PII].
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] OK, can I get a call reference number for our call here today?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Awesome thank you so much for your time so have a great day.
[AGENT][NEUTRAL] You as well. Is there anything else I'm gonna help you with?
[CUSTOMER][NEUTRAL] No ma'am, that'll do it.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] Awesome bye.