AccountId: 011433970860
ContactId: 94273c36-022b-438c-99a0-c14df737c2f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199820 ms
Total Talk Time (AGENT): 89348 ms
Total Talk Time (CUSTOMER): 60379 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/94273c36-022b-438c-99a0-c14df737c2f2_20250103T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I guess you're gonna claim for your help, and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 02069982
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Do you have the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that help and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the total charge is $49,647 even.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so I did find this claim help uh looks like we are needing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the claim number?
[AGENT][NEUTRAL] Yes, it is 353-261-1.
[CUSTOMER][NEUTRAL] And they received it?
[AGENT][NEUTRAL] It was received [PII].
[AGENT][NEUTRAL] And it was also processed on [PII].
[CUSTOMER][NEUTRAL] OK. Uh, can you please verify whether you have received the primary UB from our end because we have submitted it.
[AGENT][NEUTRAL] We have not, this is the only piece of claim information that we've received for this member.
[CUSTOMER][NEUTRAL] OK. Uh, can you please provide me the mailing address?
[AGENT][NEUTRAL] Yes, I have a mailing address and a fax number if you'd like help. Um, mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And the attention to?
[AGENT][NEUTRAL] Claims department and did you want that fax number as well?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, I just need a mailing address. Can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] And was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your assistance. Have a great day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, thanks for calling APO you too bye bye.
[CUSTOMER][NEUTRAL] Bye.