AccountId: 011433970860
ContactId: 60d2bb2f-210b-4633-8b25-ec0ffc2d0996
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148160 ms
Total Talk Time (AGENT): 47411 ms
Total Talk Time (CUSTOMER): 75530 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/60d2bb2f-210b-4633-8b25-ec0ffc2d0996_20250219T22:44_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] For calling ATL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, uh, this is, uh, [PII] from provider office. I'm here for a claim.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Yeah, for it
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry [PII] it kind of cut out there could you repeat that number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number when you're ready.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, 023 09898.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, the date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what was the bill amount, please?
[CUSTOMER][NEUTRAL] The bill amount, $24,742.80.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I'm sorry [PII], what was the name of the uh provider's office?
[CUSTOMER][NEUTRAL] It's Fountain Hills Medical Center. Mhm.
[AGENT][NEUTRAL] OK, thank you for verifying that. Give me just a moment it looks like we received this claim a couple of times.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] For the video.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, that checking to see.
[AGENT][NEUTRAL] OK, so I did find this claim, [PII], uh, looks like we paid a benefit of $325 and that didn't meet their maximum amount payable.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.