AccountId: 011433970860
ContactId: 7922dc24-808c-4d47-ab1b-b1b76988d701
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183750 ms
Total Talk Time (AGENT): 49144 ms
Total Talk Time (CUSTOMER): 51378 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/7922dc24-808c-4d47-ab1b-b1b76988d701_20250416T13:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] thank you
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling regarding a claim.
[AGENT][NEUTRAL] OK, I'm sorry, can you spell your first name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]? OK, and how can we help you today, [PII]?
[CUSTOMER][NEUTRAL] I'm calling regarding a claim.
[AGENT][NEUTRAL] OK, checking claim status and do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, I do. Give me one second. It is 02473902.
[AGENT][NEUTRAL] OK. OK.
[AGENT][POSITIVE] Thank you and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you. OK, give me one moment.
[CUSTOMER][NEUTRAL] No, no
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thanks for verification and what is the date of service or a claim?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] Repeat the date of service for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the total charge?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] $8,122 even.
[AGENT][NEUTRAL] OK, thank you. Is this a facility charge or professional?
[CUSTOMER][NEUTRAL] This facility.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I'm not showing date of service [PII] for $8,122 on file at this time. Um, I do show her policy was effective at that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Got you. OK, so I was not received.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions?
[CUSTOMER][POSITIVE] Alright thank you I will resubmit this. that is all thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No, you're welcome. Thanks for calling APL. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.