AccountId: 011433970860
ContactId: 7ce8749d-3146-46b7-a833-f1aa053b8968
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128538 ms
Total Talk Time (AGENT): 48767 ms
Total Talk Time (CUSTOMER): 45761 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7ce8749d-3146-46b7-a833-f1aa053b8968_20250324T20:39_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII] and I'm calling to check the status of a claim.
[AGENT][NEUTRAL] I can help with the claim status, actually, what's that policy number, please?
[CUSTOMER][NEUTRAL] It is 01653954.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have and even we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII] and my [PII] is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment, please. [PII]. OK.
[AGENT][NEUTRAL] OK, it doesn't look like I have that claim. Um, do you know where it might have been sent to?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] We send it electronically to payer ID.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] I see. Well, that's the correct uh payer address. Um, I don't know why I don't have it. I can give you our fax number or mailing address if you prefer.
[CUSTOMER][NEUTRAL] Yes, now what's the fax number?
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Can I get a reference number please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we can use that in today's date as a reference. Is there anything else at all that I may help with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting you too have a good day.