AccountId: 011433970860
ContactId: 63893027-98f7-49b8-8d4c-64e8312393c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143169 ms
Total Talk Time (AGENT): 52858 ms
Total Talk Time (CUSTOMER): 46601 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/63893027-98f7-49b8-8d4c-64e8312393c8_20250303T16:44_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Can you please help me with the claim?
[AGENT][NEUTRAL] 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] My contact number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Member ID 022.
[CUSTOMER][NEUTRAL] 557
[CUSTOMER][NEUTRAL] 75 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] And thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Member's name, [PII].
[CUSTOMER][NEUTRAL] Date of birth, March.
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] OK, now I need the date of service and bill charges for the claim, please.
[CUSTOMER][NEUTRAL] Total charge amount is
[CUSTOMER][NEUTRAL] $4,563.49. And the date of service is [PII].
[AGENT][NEUTRAL] OK, thank you. And yes, sir, we received that claim. We received the claim on [PII].
[AGENT][NEUTRAL] The claim, the claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is
[AGENT][NEUTRAL] 353-2790.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim is denying because we need the EOB from the primary insurance company.
[CUSTOMER][POSITIVE] OK, thank you. Thank you for your help for this one.
[AGENT][POSITIVE] OK, no problem. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] OK. I thank you again, [PII], for calling ATL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] OK.