AccountId: 011433970860
ContactId: 8c15b1a1-cb9a-43fe-a51c-66c580363e78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 522750 ms
Total Talk Time (AGENT): 88361 ms
Total Talk Time (CUSTOMER): 73295 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/8c15b1a1-cb9a-43fe-a51c-66c580363e78_20250106T19:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling from Centera Medical Group.
[CUSTOMER][NEUTRAL] And I'm calling uh because we received a check from you guys and um I just there was uh no EOB attached to it and I was just needing some patient information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, Miss [PII], I can help you with that. Can you
[AGENT][NEUTRAL] Callback number just in case the call gets dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the check account?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK and does it have a claim number?
[CUSTOMER][NEUTRAL] just a second, um.
[CUSTOMER][NEUTRAL] Make sure.
[CUSTOMER][NEUTRAL] Where because the would the claim number be on the check?
[AGENT][NEUTRAL] Uh, is it in the memo or in the, um, additional information, the bottom part of the check?
[CUSTOMER][NEUTRAL] No, that is blank.
[AGENT][NEUTRAL] OK, alright, let me see if I can find.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm gonna put you on a brief hold while I research this check and see if I can get some information for you. If I can't, then I'll need to, um, have the claims department research and it it could take up to 24 hours before they can get back to you, but I'm gonna try to find something for you first, so it's gonna be a brief hold.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Miss [PII], this is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi.
[AGENT][POSITIVE] Yeah I've got some information for you.
[AGENT][NEUTRAL] The claim was paid for [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you spell that one more time?
[AGENT][NEUTRAL] Yes ma'am, the last name is.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] And can you tell me the date of service?
[CUSTOMER][NEUTRAL] Just because we've got a few a few [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sittlers or how you say that?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] the
[AGENT][NEUTRAL] See if I can.
[AGENT][NEUTRAL] Right here.
[AGENT][NEUTRAL] Day service was the [PII] of 2020.
[AGENT][NEUTRAL] And the claim number I can give that to you all.
[AGENT][NEUTRAL] And it's 354
[AGENT][NEUTRAL] 1754.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, that should be all that I need.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] You.
[AGENT][NEUTRAL] If you need me to, um, I can fax you an EOB.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] together.
[CUSTOMER][NEUTRAL] No, I, I see what I need to put in there.
[AGENT][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] There's nothing else I can help you with. I hope you.
[AGENT][NEUTRAL] Rest of your
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Alright, thank you for calling ATL mhm bye.
[CUSTOMER][POSITIVE] Great, thank you. Bye.