AccountId: 011433970860
ContactId: 73980cdf-c9f8-49e3-b126-1376dbf3b479
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369079 ms
Total Talk Time (AGENT): 109540 ms
Total Talk Time (CUSTOMER): 229594 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/73980cdf-c9f8-49e3-b126-1376dbf3b479_20250415T16:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling about a claim on a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Uh, can I please get your callback number just in case the call is disconnected? I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Right there that's. I like to be scratch up there.
[CUSTOMER][NEUTRAL] OK. Patience's first name is [PII]. I'm gonna have to spell the last name because I don't know how to say it. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]. Her date of birth is [PII]. And what else was all her number? Her policy number is 43,700,903,900 0 I just gave you the wrong one. Hang on guys on it.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Doggone, that on it. Here we go. 02046873.
[AGENT][NEUTRAL] OK, let me look up that policy real quick. No, that's OK.
[CUSTOMER][POSITIVE] I'm sorry about that.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Loyalty right so he can climb up.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] That is gonna be [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] You guys take a breath.
[CUSTOMER][NEUTRAL] $49,185.57.
[AGENT][NEUTRAL] OK, and then what are the charges after?
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] The primary insurance paid their part.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, let me see, let me get into that screen. $6110.64.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then can you please give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Southside Regional Medical Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Ms. [PII], while I look up this claim for us and I will be right back.
[CUSTOMER][NEUTRAL] I get it.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking for claim for data service of [PII], I'm not finding the claim on file that matches the amounts that you have given me.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, can you give, can you give me the correct mailing address for the claim? Uh-huh.
[AGENT][NEUTRAL] Yes, ma'am. That would be [PII].
[CUSTOMER][NEUTRAL] We.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, because I'm gonna check and make sure that it went to the correct address because I had called, I myself had called back in um February and was told there was no claim on file so that's why I'm gonna research this a little bit further.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, so, if you can give me a call reference number, that would be great.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] able to get a referral in and you were headed to that following Monday.
[AGENT][NEUTRAL] And Ms. [PII], we have a payer ID number if you guys want to send it in electronically.
[CUSTOMER][NEUTRAL] OK, give me that.
[CUSTOMER][POSITIVE] It's just we got you the phone um you know is an important factor. OK. All right, well thank you so much, [PII], and you have a great rest of your day.
[AGENT][NEUTRAL] That is 60801.
[AGENT][NEUTRAL] Say too is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yeah, that's it. Thanks.
[CUSTOMER][NEUTRAL] and more.
[AGENT][POSITIVE] Have a good
[CUSTOMER][POSITIVE] You thank you bye-bye.
[AGENT][NEUTRAL] Yeah, Ms. [PII]. Bye-bye.