AccountId: 011433970860
ContactId: 8c8c5244-66ef-4c58-88da-6fbbb04d2d9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285630 ms
Total Talk Time (AGENT): 75912 ms
Total Talk Time (CUSTOMER): 117240 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/8c8c5244-66ef-4c58-88da-6fbbb04d2d9e_20250205T13:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I'm sorry, what's your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], yeah, good morning. My name is [PII]. I'm calling to check uh claim status for one of your members.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, that is going to be 1177427.
[CUSTOMER][NEUTRAL] M for Mary, L for Lima, and number 4.
[AGENT][NEUTRAL] I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] You gave me policy number 1177427?
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Spell the patient's first name?
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And spelling of the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I gave you her birthday, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And repeat her date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, let me give you the correct policy number.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It's 1877201.
[AGENT][NEUTRAL] And you stated that you're that you're checking claim status?
[CUSTOMER][NEUTRAL] OK, you.
[CUSTOMER][NEUTRAL] Uh, yeah, and you say that uh that policy uh correct number is 1877201?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] And if you can provide the date of service and the total charge?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Uh, yeah, it's [PII].
[CUSTOMER][NEUTRAL] And it was for 37,116 with 10 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is this a hospital charge?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not showing the facility charge on file for this patient.
[CUSTOMER][NEUTRAL] OK, and correct me with uh.
[CUSTOMER][NEUTRAL] I should say confirm me the um.
[CUSTOMER][NEUTRAL] You claim mailing address [PII].
[AGENT][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's in [PII], correct?
[AGENT][NEUTRAL] Mhm. State of [PII].
[CUSTOMER][NEUTRAL] All right. Yeah.
[AGENT][NEUTRAL] 73 1 24.
[CUSTOMER][NEUTRAL] Yes, I got it. OK, excellent. OK, [PII], thank you. Oh, and then you know what, you do have a fax where I can fax a claim, right?
[AGENT][NEUTRAL] We do.
[CUSTOMER][NEUTRAL] May I please have that?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Correct. Anything else I can help with?
[CUSTOMER][NEUTRAL] OK, do I get a call reference number or just your name?
[AGENT][NEUTRAL] You'll use my name in today's state as your reference. [PII], and any other questions?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's all I need thank you very much have a good day bye bye.
[AGENT][POSITIVE] You're, you're welcome. Thanks for calling ATL. Have a good day.