AccountId: 011433970860
ContactId: 5794fc4b-8da9-4a4d-b5bf-5f69bf857647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190839 ms
Total Talk Time (AGENT): 62048 ms
Total Talk Time (CUSTOMER): 47560 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/5794fc4b-8da9-4a4d-b5bf-5f69bf857647_20250317T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Saint Anthony Health Center. Um, I'm not sure I pushed the right button.
[AGENT][POSITIVE] That's OK, no worries. What's up? How can I help?
[CUSTOMER][NEUTRAL] Uh, I need to check status on a claim, please.
[AGENT][NEUTRAL] Oh, OK. Yeah, I can help you with a claim. What's the patient's policy number, [PII]?
[CUSTOMER][NEUTRAL] 01907877 for [PII].
[AGENT][NEUTRAL] All right. Let me just pull that up here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then if I could get [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and then date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and the build out.
[CUSTOMER][NEUTRAL] $23,881.40.
[AGENT][NEUTRAL] Do we have an amount by chance after primary [PII]?
[CUSTOMER][NEUTRAL] Yeah, $2,487.80.
[AGENT][NEUTRAL] 82, OK.
[AGENT][NEUTRAL] I'm not showing any claims on file for that bill amount it looks like.
[CUSTOMER][NEUTRAL] Um, can I fax it?
[AGENT][NEUTRAL] Yeah, absolutely, and we have a payer ID I can give you whatever, um, either of those. Do you need the fax number?
[CUSTOMER][NEUTRAL] Um, I can't do it electronic, but I can fax it.
[AGENT][NEUTRAL] OK, the fax number is going to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, you said it's [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, do you have a reference number for the call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initials and today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Alright, that's all I need and I'll get that faxed over shortly then thank you.
[AGENT][POSITIVE] Sounds good. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.