AccountId: 011433970860
ContactId: 9005a554-b7bc-4a01-8b82-c52a6a92c2c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186059 ms
Total Talk Time (AGENT): 71802 ms
Total Talk Time (CUSTOMER): 62131 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9005a554-b7bc-4a01-8b82-c52a6a92c2c4_20250625T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi, my name is [PII]. I'm calling from Nicholas Children's Hospital following up on a claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] You and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, that will be 01935547 M as in Mary, L as in Larry, 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have that bill amount?
[CUSTOMER][NEUTRAL] Uh, yes, $2,283.52.
[AGENT][POSITIVE] Perfect. OK, thank you so much for verifying that. Uh, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I was able to locate this claim, [PII]. It looks like we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, as per the notes it says here that it was faxed to you guys on [PII].
[AGENT][NEUTRAL] OK yeah I don't see any record of us receiving that um I can verify that uh fax number make sure that is correct.
[CUSTOMER][NEUTRAL] OK, go ahead and, and let me have the number.
[AGENT][NEUTRAL] Sure that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK perfect I'll make sure to have a fax there and can I get um.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] Of course, yeah, that claim number is 35.
[AGENT][NEUTRAL] 62.
[AGENT][NEUTRAL] 079.
[CUSTOMER][POSITIVE] Perfect and can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] A. Last initial is A. And was there anything else I could help you with?
[CUSTOMER][POSITIVE] That was it. Thank you very very much. You have a wonderful rest of your day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mm bye bye.