AccountId: 011433970860
ContactId: 684288c2-4771-4c80-b641-762b574a70ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328220 ms
Total Talk Time (AGENT): 86969 ms
Total Talk Time (CUSTOMER): 74971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/684288c2-4771-4c80-b641-762b574a70ec_20250506T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to know the status of one of the claims, um, a provider sent in for me.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01813054.
[AGENT][NEUTRAL] OK. Let me
[AGENT][NEUTRAL] All right. And then if I can get first name, last name, and date of birth.
[CUSTOMER][NEUTRAL] Yes, my name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then I need to verify the address on file lastly please for security.
[CUSTOMER][NEUTRAL] Sure, that's [PII].
[AGENT][NEUTRAL] OK, so let's see.
[AGENT][NEUTRAL] Do you have the date of service that you were seeing or the provider's name?
[CUSTOMER][NEUTRAL] Yeah, so it's data service [PII], and it's for Anni Greater Miami. Anni Association Greater Miami. So there were two claims, one of them for $713.80 was already paid, but there's another one pending for $627.80. So I just wanted to know if that was sent to you guys.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] OK, so we did get one for 71,380. That one was sent out to them.
[CUSTOMER][NEUTRAL] Yeah, they got the check for that one because the first one had gotten lost, so they got, they got the second check already, but they told me that on [PII] of this year they submitted the second claim for $627.80. Do you see that one there?
[AGENT][NEUTRAL] Let me, let me search by that date and amount here. Give me just a second.
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Let me see what the bill amount is on this one because so far I haven't seen anything for 62,780. 7131 was submitted a couple times. I was what was throwing me off for a second.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, so should they resubmit it?
[AGENT][NEUTRAL] Yeah, I'm just let me just um I'm adding up these amounts on this one last claim to see if this is it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Cause yeah, if we don't have it, they can definitely resubmit it.
[AGENT][NEUTRAL] Yeah, I don't see any claims, [PII], for the 62,780, um, so they can resubmit it uh in the fax, they can do it electronically or they can mail it, whatever works best for them.
[CUSTOMER][POSITIVE] OK. All right. I'll let them know. Thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.