AccountId: 011433970860
ContactId: 83b58d19-9223-48bb-9300-f8a5bb1dd31e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151850 ms
Total Talk Time (AGENT): 59292 ms
Total Talk Time (CUSTOMER): 42727 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/83b58d19-9223-48bb-9300-f8a5bb1dd31e_20250204T15:07_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is um [PII], and I'm calling from Saint Louis Medical Clinic. I need to check uh status on the claim, please.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with claim status. Um, first, I'll need a good callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Policy number is 02265946.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Please repeat that policy number.
[CUSTOMER][NEUTRAL] 02265949
[AGENT][NEUTRAL] OK, thanks for your patience. Um, now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the bill charged was 252.
[CUSTOMER][NEUTRAL] And I'm looking for a $25 copay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed also on [PII]. The claim number is 353-7339.
[AGENT][NEUTRAL] And this claim denied because under this policy, co-pays for office visits is not covered.
[CUSTOMER][POSITIVE] Oh OK, that's wonderful. Can I get a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. 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] That is all, [PII]. Thank you so much for your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.