AccountId: 011433970860
ContactId: 91907944-2761-4740-bda5-146f374ea208
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130460 ms
Total Talk Time (AGENT): 45895 ms
Total Talk Time (CUSTOMER): 54840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/91907944-2761-4740-bda5-146f374ea208_20250619T18:25_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi I was calling to check status of a claim for a patient.
[AGENT][NEUTRAL] I can help help with claim status and whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] It is 218-0314.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's for [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Can I have a callback number, please, in the event we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] Thank you. What date of service we're looking for?
[CUSTOMER][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] February, I'm sorry, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I don't have a claim for that data service. Let me just check and see if we don't have something pending.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, do you know where you sent the claim to, um, [PII], because I, I don't have anything for this day of service.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The see it doesn't say specifically in the notes and I didn't personally send it but the address listed is uh [PII].
[AGENT][NEUTRAL] Yes, that's it, um.
[CUSTOMER][NEUTRAL] Is it? OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I just don't have anything for for the [PII].
[CUSTOMER][NEGATIVE] OK, that's no problem. I can get that resent. Uh, it may be they have on here miscellaneous insurance. The name's very general, so that may have possibly had something to do with it as well. I don't know, but um, yeah, I'll definitely just go ahead and get this resent. Is uh there a reference number for our call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference. Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Uh, nope, that was all I needed.
[AGENT][POSITIVE] OK, thanks for contacting us you have a good.