AccountId: 011433970860
ContactId: 568c324f-dfb8-4de9-8e8e-939871430fb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 486480 ms
Total Talk Time (AGENT): 107224 ms
Total Talk Time (CUSTOMER): 72873 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/568c324f-dfb8-4de9-8e8e-939871430fb5_20250114T14:46_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] Hi, I'm calling on payment status of a claim that I faxed to you guys a coup a month or so ago.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And uh may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] My name is [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My direct line is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me make sure I have this right, it's kind of weird looking.
[CUSTOMER][NEUTRAL] 01694082M
[CUSTOMER][NEUTRAL] L 8.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You're calling from a provider's office or this is your policy, Ms. [PII]?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Here we go. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII], and your secondary $409.
[AGENT][NEUTRAL] 49. OK. Let me see if I can find this claim for you. For future, you can check claim status online through our website at [PII] and that's just optional. You can always call.
[CUSTOMER][NEUTRAL] Oh, can you, can you give me that, um, website again please?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, [PII].
[CUSTOMER][POSITIVE] [PII] uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] My emails are so [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And I don't need a password to sign in for that?
[AGENT][NEUTRAL] It has happened to me.
[AGENT][NEUTRAL] You need to create an account.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, and let's see. So it looks like we did um received and processed that claim. It was received on [PII], processed [PII], and it was denied. The reason for this denial is that office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] Can you fax me a copy of that EOB?
[AGENT][NEUTRAL] Yeah, sure. What is the fax number?
[CUSTOMER][NEUTRAL] You have to put attention sharing on it um so it'll get to me is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send this out to you right now?
[CUSTOMER][POSITIVE] That's fine thank you.
[AGENT][NEUTRAL] You're welcome. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. Yeah, I went ahead and send that over to you. Should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Yeah, can I get your name and a call reference number?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's name.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.