AccountId: 011433970860
ContactId: 64adbc2c-1bce-434c-9113-d485278b67b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187220 ms
Total Talk Time (AGENT): 78729 ms
Total Talk Time (CUSTOMER): 49647 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/64adbc2c-1bce-434c-9113-d485278b67b0_20250415T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII] calling from OSUI physician and surgeons to get information on a claim for a patient.
[AGENT][NEUTRAL] OK, I could check on a client for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, area code [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] I have 023884888.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh last name [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I have [PII] total charge amount $269.
[AGENT][POSITIVE] OK, got it. Thank you. One moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so we did receive this claim, we were unable to pay a benefit as the maximum, the benefit maximum for the state of service had been met.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you need that claim number or the EOB?
[CUSTOMER][NEGATIVE] It was processed but unable to pay, uh.
[CUSTOMER][POSITIVE] Um, if I could get the EOB and claim number, that would be great.
[AGENT][NEUTRAL] Of course, uh, and yes, so we did process it, but the benefit maximum had been exhausted, so we were unable to pay a benefit, um, OK, so that claim number is 34.
[CUSTOMER][POSITIVE] Perfect
[AGENT][NEUTRAL] 95038.
[AGENT][NEUTRAL] And then uh what was that fax number for you and I can send you that EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK. I will go ahead and get that sent now. I should get it here within 10 minutes or so. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Do you provide reference numbers for the calls?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. So my name is spelled [PII]
[CUSTOMER][POSITIVE] All right, I appreciate your help today. Thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm bye.