AccountId: 011433970860
ContactId: 74d01930-9376-4776-8c54-a99931223d9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122699 ms
Total Talk Time (AGENT): 59813 ms
Total Talk Time (CUSTOMER): 35659 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/74d01930-9376-4776-8c54-a99931223d9a_20250321T12:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] from Pediatric Associates. I'm trying to check the status of a claim.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 02298029 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. And thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $323.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on November um yeah, [PII] and it processed on [PII].
[AGENT][NEUTRAL] The claim number is 352-772-1.
[AGENT][NEUTRAL] And this claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK. Is there a reference number?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name in today's date. My name is [PII], um it's spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you. I appreciate all your help.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye bye.