AccountId: 011433970860
ContactId: 5e862f61-d264-4904-a9ba-b5036c0e49ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250000 ms
Total Talk Time (AGENT): 95373 ms
Total Talk Time (CUSTOMER): 89848 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/5e862f61-d264-4904-a9ba-b5036c0e49ed_20250122T23:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing? this is from.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Are you OK?
[AGENT][NEUTRAL] Um, it's breaking up just a little bit. How can I help today?
[CUSTOMER][NEGATIVE] I'm so sorry this is the 3rd headset I've tried because the last two calls were so crappy. I apologize.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm working on, uh, I just want to try and get claim status for a patient.
[AGENT][NEUTRAL] OK. Yeah, let's take a look here. Do, what is the uh policy number that we have?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 9260.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Alright, so are the first three numbers 024?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then 926, is that correct?
[CUSTOMER][NEUTRAL] Yeah, and then 0.
[AGENT][NEUTRAL] It ends in 50.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEGATIVE] 90, sorry, the phone's cutting out.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] That's OK. What's the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright thank you for that and then [PII]'s date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Alright and then data service.
[CUSTOMER][NEUTRAL] Data service was [PII].
[AGENT][NEUTRAL] OK, [PII], and then what do we have for a build amount?
[CUSTOMER][NEUTRAL] The bill was 24.
[AGENT][NEUTRAL] So I'm not showing any claims on file for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, anything else for the day?
[CUSTOMER][POSITIVE] I love you.
[AGENT][NEUTRAL] So, yeah, there's there's one claim on file for 83024 for a billed amount, it looks like of $28.
[CUSTOMER][NEUTRAL] December.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That the that the it's not on my screen, um.
[CUSTOMER][NEUTRAL] I'm not sure where to go next with that, um.
[CUSTOMER][NEUTRAL] Should I resubmit the claim?
[AGENT][POSITIVE] Yeah, you can definitely resubmit it. There's no timely filing limit so it can definitely be resubmitted.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there a, a fax I should send it to, or, um.
[AGENT][POSITIVE] Yeah, I can give you the facts. Happy to do that whenever you're ready.
[CUSTOMER][POSITIVE] Thank you. Go ahead.
[AGENT][NEUTRAL] Alright, so that fax number is going to be 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's great. Thank you so much.
[CUSTOMER][NEUTRAL] And what name again? I'm sorry.
[AGENT][NEUTRAL] That's OK, no worries. My name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] I'm sorry, the phone kind of cut out again. What was that?
[CUSTOMER][POSITIVE] Oh, that's right.
[AGENT][NEUTRAL] Call reference is actually my name with my last initial and today's date. My last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK, thank you I appreciate the hang in there with me.
[AGENT][POSITIVE] Yeah, you're welcome. You too. Bye-bye.