AccountId: 011433970860
ContactId: 6ebb9fac-8b17-4580-a8b4-1466c0e0635e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284600 ms
Total Talk Time (AGENT): 84940 ms
Total Talk Time (CUSTOMER): 78705 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/6ebb9fac-8b17-4580-a8b4-1466c0e0635e_20250124T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, a phone cut out a little. Can you repeat your name for me?
[AGENT][NEUTRAL] Yes, my name is [PII]. I'm with APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi Miss. So my name is [PII].
[AGENT][NEUTRAL] How, how can I help you?
[CUSTOMER][NEUTRAL] Um, I was calling for claim status.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can you please give me your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's area code [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is her policy number?
[CUSTOMER][NEUTRAL] It's um 021-803-08.
[AGENT][POSITIVE] Thank you. Let me look that policy up.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] Um, let's see, it is [PII]. The charge amount is $12,181.05.
[AGENT][NEUTRAL] OK thank you and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have a primary insurance. I was calling to see if check the status of this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have a
[CUSTOMER][NEUTRAL] Primary unless something's incorrect on our end.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK. All right, Ms. [PII]. What is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] To the regional health system.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I will be right back.
[CUSTOMER][POSITIVE] Yes ma'am thank you.
[AGENT][POSITIVE] Tha thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII] back with you again. So looking on the data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, um, is there, um, can I fax this claim over to you guys?
[AGENT][NEUTRAL] Yes, ma'am. Um, the fax number is 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And is there a call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK, do I need the initial of your last name or your first name is fine?
[AGENT][NEUTRAL] Uh, you can use my initial, it's A.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] OK. You're very welcome.
[CUSTOMER][POSITIVE] Alright thank you so much you have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. Have a good weekend. Thanks for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.