AccountId: 011433970860
ContactId: 5df60f55-92e9-4c5f-803a-18f7fc56fbe9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266529 ms
Total Talk Time (AGENT): 83670 ms
Total Talk Time (CUSTOMER): 71071 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5df60f55-92e9-4c5f-803a-18f7fc56fbe9_20250519T20:55_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, it's [PII] calling from the pro checking on clients.
[AGENT][NEUTRAL] May I have your name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, callback number [PII] and there's a direct line extension.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the patient ID number is 021-94690.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And see, may I have the name of the facility you're calling from from my notes.
[CUSTOMER][NEUTRAL] Uni Clinic and Health Services.
[AGENT][NEUTRAL] You said unique.
[CUSTOMER][NEUTRAL] Clinic and health services.
[AGENT][NEUTRAL] Clinic and health.
[AGENT][NEUTRAL] OK, and may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII], and the date of birth [PII].
[AGENT][NEUTRAL] Thank you, Miss [PII]. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yes, it is 613 2022 with the total charge amount of 425, I'm so sorry, it's $435.14.
[AGENT][POSITIVE] 4 35 14. OK, thank you.
[AGENT][NEUTRAL] Let me see if I can find this claim for future. You can check claim status online through our website at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes I'm [PII].
[AGENT][NEUTRAL] OK, you said it was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have procedure codes?
[CUSTOMER][NEUTRAL] Uh, no, just any general status. Will you receive any clients?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I have to search. It's [PII]. It's been a couple of years, OK, bear with me.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] My phone was me in private.
[AGENT][NEUTRAL] I'm still searching.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I found one. The total charge is a little bit different. Can you check on that there is total charge again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is our bill amount.
[CUSTOMER][NEUTRAL] Um, so there is no claim for this charge amount?
[AGENT][NEUTRAL] Again, I did find a claim, the charge amount is different. Can you check the paperwork to make sure that charge amount that you gave me is matching your information.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, OK, no problem. So you know the call reference number?
[AGENT][NEUTRAL] So you don't want the information of the claim?
[AGENT][NEUTRAL] OK, um, we don't have reference numbers you can use my name in today thing.
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Take care. Bye.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm. You are on hold.