AccountId: 011433970860
ContactId: 89740be2-cfea-4ab7-a499-c41211bdd51a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262450 ms
Total Talk Time (AGENT): 89133 ms
Total Talk Time (CUSTOMER): 78454 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/89740be2-cfea-4ab7-a499-c41211bdd51a_20250407T16:53_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I?
[CUSTOMER][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. I'm calling from Memorial Hospital to check on a claim status.
[AGENT][POSITIVE] All right, [PII]. I'm happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, the policy number is 1896483.
[AGENT][POSITIVE] Alright thank you one moment.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then date of service?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[AGENT][NEUTRAL] All right. And the build amount?
[CUSTOMER][NEUTRAL] $50,347.52.
[AGENT][NEUTRAL] Alright, thank you. Let me take a look here. One moment.
[AGENT][NEUTRAL] Because I'm looking for the claim, [PII], do you have a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] If I'm looking for the
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service, claim is received on [PII].
[AGENT][NEUTRAL] Claim was denied [PII]. Services were rendered after the policy was effective.
[CUSTOMER][NEUTRAL] OK. Can I get the claim number?
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] 6930.
[CUSTOMER][NEUTRAL] OK. May I know when the policy was turned on?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] Policy terminated on [PII].
[CUSTOMER][NEUTRAL] Policy terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[CUSTOMER][NEUTRAL] And can you fax me the copy of your?
[AGENT][POSITIVE] Mhm, that's a good fax number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] 585
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Just to confirm, [PII]. Is that correct?
[CUSTOMER][POSITIVE] Is that correct? That's right.
[AGENT][NEUTRAL] And should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and my last name first and is [PII].
[AGENT][NEUTRAL] OK, [PII]. I am sending that now, but take about 5 minutes to come through. Is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] OK. Just the reference number.
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initials in today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much, sir, of all the information you provided and uh you have a great day. Thank you.
[AGENT][NEUTRAL] You as well bye bye.