AccountId: 011433970860
ContactId: 59574006-1d59-410f-a0ce-1545b1198d71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261619 ms
Total Talk Time (AGENT): 69896 ms
Total Talk Time (CUSTOMER): 87769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/59574006-1d59-410f-a0ce-1545b1198d71_20250327T17:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office.
[AGENT][POSITIVE] Hi [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah. Previously, we have submitted the appeal for underpayment. Can I get the app bill status?
[AGENT][NEUTRAL] Claim status I can help you with uh that claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah. Uh [PII]. Could you please spell me your name?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] And then can you please give me the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Yeah. Patient name is [PII] and the date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is going to be
[CUSTOMER][NEUTRAL] C as in Charlie. Q as in Queen. X as in X-ray. 2,506,740,600.
[AGENT][NEUTRAL] OK, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It might start with a 02.
[CUSTOMER][NEUTRAL] 01891457.
[AGENT][NEUTRAL] OK, let me try that number real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I think I have Miss [PII] pulled up now.
[AGENT][NEUTRAL] OK, and what is the data service?
[AGENT][NEUTRAL] And the charge amount.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Data service is going to be
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $3,416.
[AGENT][NEUTRAL] OK, and what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The total charge amount is $3,416.
[AGENT][NEUTRAL] OK, and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] We are calling from Sheridan Health card.
[AGENT][NEUTRAL] OK, can you spell that for me, please?
[CUSTOMER][NEUTRAL] Yeah, S as in Sam, H as in Hotel, E as in Echo, R as in Romeo, I as in India, D as in Delta, A as in Alpha, N as in Nancy, H as in Hotel, E as in Echo, A as in Alpha, L as in Lima, T as in Tango, H as in Hotel, C as in Charlie, O as in Oscar, R as in Romeo, P as in Papa.
[AGENT][POSITIVE] Thank you so much for spelling that for me. So I'm gonna put you on a brief hold while I pull up this claim for us, Miss [PII]. I'm sorry.
[AGENT][NEUTRAL] I'm gonna pull up the claim and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hello? I think you have me on mute.
[CUSTOMER][NEUTRAL] Yes, I'm audible now?
[CUSTOMER][NEUTRAL] Am I audible?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.