AccountId: 011433970860
ContactId: 646afdb0-ded8-4f7a-beb5-193a1bab864a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215820 ms
Total Talk Time (AGENT): 54280 ms
Total Talk Time (CUSTOMER): 69620 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/646afdb0-ded8-4f7a-beb5-193a1bab864a_20250205T13:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is calling from office checking on claims.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Um, the callback number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And now I need the policy number, please.
[CUSTOMER][NEUTRAL] With the number?
[CUSTOMER][NEUTRAL] OK, and the policy number is 01846260.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] Please repeat that number.
[CUSTOMER][NEUTRAL] It's 01846260.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, H.
[AGENT][NEUTRAL] OK, thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Which is a dual and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, what's the um date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] OK, so the rate of service is 23 of 2024 and the total bill amount is $523 even and um for this one I have one specific question.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] The claim number
[CUSTOMER][NEUTRAL] It's 354-8037.
[AGENT][NEUTRAL] Yes, sir. And what's your question?
[CUSTOMER][NEUTRAL] Yeah, for this one this claim was processed and paid for $100 and was paid to check and the check was issued on [PII]. So I just wanted to confirm, uh, like when was the check cash like I just needed the cash it for this one.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yes, so I'm showing that this check was cashed on.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] It was cashed on [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so the issue and the calculating the same, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, then can I get a good reference number, please?
[AGENT][NEUTRAL] So the reference number, you can use my name in today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much for calling. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] My