AccountId: 011433970860
ContactId: 5c2eb625-d341-48e2-bd45-ceeb73757473
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 53540 ms
Total Talk Time (AGENT): 14329 ms
Total Talk Time (CUSTOMER): 36041 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/5c2eb625-d341-48e2-bd45-ceeb73757473_20250409T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just calling to inquire about the um medical claims timely filing limit.
[AGENT][NEUTRAL] OK, yeah, we don't have a timely filing limit for claims.
[CUSTOMER][POSITIVE] OK. We had a patient who just informed us that they do have you as their secondary. And so, of course, I'm getting, getting then, um, how far back can you go? I'm like, well, that's a good question, cause I haven't ever had to worry about it with you all. So this was a first for me. So I'm like, OK, I guess I can call and find out. OK, then I better get busy.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] All right sounds good
[CUSTOMER][NEUTRAL] that
[CUSTOMER][POSITIVE] OK, thank you so very much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too. Mm bye.
[AGENT][NEUTRAL] Bye.