AccountId: 011433970860
ContactId: 5f409b1f-830f-44c5-b5e3-5a86a122d055
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274559 ms
Total Talk Time (AGENT): 88258 ms
Total Talk Time (CUSTOMER): 85090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/5f409b1f-830f-44c5-b5e3-5a86a122d055_20250611T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. My name is [PII]. How can I.
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from Florida's Soskin and Cancer Associates. Could you help me with the claim status of a number?
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is your callback number [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number, please?
[CUSTOMER][NEUTRAL] Before I proceed with the policy number, please be informed this call is being recorded for training and quality purposes. Would you like us to continue this recording?
[AGENT][POSITIVE] Please, thank you.
[CUSTOMER][NEUTRAL] Sure. And the policy number is 5 starts with 1530914 M as Mike L as Lima 8.
[AGENT][NEUTRAL] Let me repeat that because you're going too fast for me there. It was 1530914 ML8 is that correct?
[CUSTOMER][NEUTRAL] MLA, I mean ML8.
[AGENT][NEUTRAL] Are the numbers correct, however?
[CUSTOMER][NEUTRAL] I didn't
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Hm, patient's name is [PII]. [PII].
[AGENT][NEUTRAL] OK, thank you, and you're calling for claim status again I can assist you with claim status. What is that total amount charge and the date of service?
[CUSTOMER][NEUTRAL] This was [PII] $990 even.
[AGENT][NEUTRAL] OK, [PII] $990 even and also [PII], you can check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain an EOB as well.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Secure.
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] I am
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. I did not show a claim on.
[CUSTOMER][NEUTRAL] No, but, uh, I
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] Secure.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you spell after secure.
[CUSTOMER][NEUTRAL] It's from.
[CUSTOMER][NEUTRAL] OK, and yeah.
[CUSTOMER][NEUTRAL] Can I get the claim status?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] We do not have that claim on file.
[CUSTOMER][NEUTRAL] OK, can I get the mailing address?
[AGENT][NEUTRAL] APO claims [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh could you repeat the ZIP code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] And is the member active for the data service?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This policy currently shows active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the payer ID is 60801. Am I correct?
[AGENT][NEUTRAL] You are correct. And what is your callback number again please? I didn't get the last four digits.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, can I get your name?
[AGENT][NEUTRAL] My name is [PII]. My last initial is [PII]. We do not use reference numbers. You you can use my name in today's date, please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, well thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you you too have a great day bye.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] And