AccountId: 011433970860
ContactId: 6cf19be6-6b9f-490f-8abb-15efb87c1301
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379049 ms
Total Talk Time (AGENT): 115403 ms
Total Talk Time (CUSTOMER): 94581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/6cf19be6-6b9f-490f-8abb-15efb87c1301_20250515T13:33_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]. My name is [PII]. I'm calling from provider office and uh
[CUSTOMER][NEUTRAL] Checking a claim status. Your name is [PII], right?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yes, sir. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[CUSTOMER][NEUTRAL] 6308.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 91, uh sorry for that. That is 01888649.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's it's [PII] [PII].
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] I have date of service [PII] for the bill amount $200.28.
[AGENT][NEUTRAL] $200.28?
[CUSTOMER][NEUTRAL] $225.28.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] No, should your name.
[AGENT][NEUTRAL] And you said it was on [PII]?
[CUSTOMER][NEUTRAL] it.
[CUSTOMER][NEUTRAL] Uh sorry, can you repeat that?
[AGENT][NEUTRAL] Did you say it was for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I am not showing any claim for that date of service.
[CUSTOMER][NEUTRAL] You do not have a claim on file, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, can we go for next date of study for the same patient?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's the next one?
[CUSTOMER][NEUTRAL] And it's uh [PII] for the bill amount.
[CUSTOMER][NEUTRAL] $149.72.
[AGENT][NEUTRAL] I am not showing one for that either.
[AGENT][NEUTRAL] And this is for [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] No, I'm not showing a date of I'm not showing a claim for either of those dates.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Provide me the
[CUSTOMER][NEUTRAL] Claim mailing address, please.
[AGENT][NEUTRAL] Sure, I can get you the mailing address.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] They should
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] 72.
[CUSTOMER][NEUTRAL] Let me repeat that, uh, [PII]. 8950, right?
[AGENT][NEUTRAL] 8
[AGENT][NEUTRAL] Yes sir, 895-0.
[CUSTOMER][NEUTRAL] OK, is there any pay ID you have?
[AGENT][NEUTRAL] Yes, the payer ID, give me one moment.
[AGENT][NEUTRAL] It's 60.
[AGENT][NEUTRAL] 801.
[CUSTOMER][NEUTRAL] 60801. OK.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And policy effective from?
[AGENT][NEUTRAL] It looks like this policy.
[AGENT][NEUTRAL] Was effective date of [PII].
[CUSTOMER][NEUTRAL] And the term date?
[AGENT][NEUTRAL] The term date was [PII].
[AGENT][NEUTRAL] So it was active during those days of service.
[CUSTOMER][NEUTRAL] OK. Call reference number?
[AGENT][NEUTRAL] We don't have a call reference number, but you can use my name and last initial which is [PII].
[AGENT][NEUTRAL] In today's date
[CUSTOMER][POSITIVE] Thank you, ma'am. You have a wonderful day. Bye-bye. Take care.
[AGENT][POSITIVE] Great alright thank you have a great day.