AccountId: 011433970860
ContactId: 608a2c52-1ea7-4efb-a089-675a3347502e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111239 ms
Total Talk Time (AGENT): 53760 ms
Total Talk Time (CUSTOMER): 33492 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/608a2c52-1ea7-4efb-a089-675a3347502e_20250205T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Doctor [PII]'s office to check the status of an outstanding claim.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 715803
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] for $135.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] For Doctor [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] It processed and paid out on [PII].
[AGENT][POSITIVE] It paid out for $89 even and I have the check number here.
[AGENT][NEUTRAL] The check number is 2,021,820.
[CUSTOMER][NEUTRAL] OK, and it was sent to the provider?
[AGENT][NEUTRAL] Yes, ma'am, to the address on the claim.
[CUSTOMER][NEUTRAL] OK, we just haven't received it yet so I'll keep waiting and if we don't get anything in a few weeks I'll call back.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you.