AccountId: 011433970860
ContactId: 5d6b46c4-cd7e-42ab-8ab6-09475ad7f168
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261548 ms
Total Talk Time (AGENT): 70817 ms
Total Talk Time (CUSTOMER): 87126 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/5d6b46c4-cd7e-42ab-8ab6-09475ad7f168_20250325T17:45_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII], and I was calling on behalf of the facility, and I'm hoping I have the right department. Um, I was calling to see if you have a claim on file for a member.
[AGENT][NEUTRAL] Uh yes, Ms. [PII], I can check a claim for you. Um, can I please get your callback number and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Uh-huh, it is [PII] and that's right and
[CUSTOMER][NEUTRAL] Um, facility is Pedmont Augusta Hospital.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um her name is [PII]. I'm gonna spell her first name. It's [PII]
[CUSTOMER][NEUTRAL] Uh last name [PII] Her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then can you give me the patient's uh policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I believe this is the correct one, it is 1967922.
[AGENT][NEUTRAL] OK, let me look that up real quick for us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you so much. Uh, what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this is for data service [PII], total charges $1,538.22.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold so I can look up that claim for us and I'll be right back.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII].
[AGENT][NEUTRAL] So I'm looking on data service of [PII] and I do not find the claim on file.
[CUSTOMER][POSITIVE] Oh, you're welcome.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, what's the payer ID? I can submit it electronically.
[AGENT][NEUTRAL] Yes, ma'am. It is 60801.
[CUSTOMER][NEUTRAL] OK. All right. Well, I will get that submitted over and can I please have a reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] Got it. All right. Thank you so much, [PII]. I hope you have a wonderful day.
[AGENT][POSITIVE] I hope you do too, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] No, that'll be all. Thank you.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Bye-bye, ma'am.
[CUSTOMER][POSITIVE] You're welcome bye bye.