AccountId: 011433970860
ContactId: 968c4138-1fec-44f9-9e19-7b1f0a42c23c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147889 ms
Total Talk Time (AGENT): 67954 ms
Total Talk Time (CUSTOMER): 69480 ms
Interruptions: 0
Overall Sentiment: AGENT=3.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/968c4138-1fec-44f9-9e19-7b1f0a42c23c_20250103T15:31_UTC.wav
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[AGENT][POSITIVE] Hi, thanks for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with uh the endoscopy center and I was checking on the status of the claim that we had filed. I'm still showing outstanding.
[AGENT][POSITIVE] OK, yeah, I can definitely help you with that today and
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you mind? I'm so sorry, I didn't quite catch it, but can I get your name again?
[CUSTOMER][NEUTRAL] Yes, [PII] last name initial [PII]
[AGENT][POSITIVE] [PII], thank you.
[AGENT][NEUTRAL] And Miss [PII], do you have that policy number handy?
[CUSTOMER][NEUTRAL] Yes, that ID number is.
[CUSTOMER][NEUTRAL] 02263266 ML 8.
[AGENT][POSITIVE] Perfect. And do you mind if I'll just get a good callback number from you real quick?
[CUSTOMER][NEUTRAL] Not a problem, [PII].
[AGENT][POSITIVE] Perfect. Thank you, thank you. And your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] last name [PII] [PII].
[AGENT][POSITIVE] Wonderful. And what is the date of service on the claim we want to look out for her?
[CUSTOMER][NEUTRAL] Day of service was 315-2024 for $1,243.
[AGENT][NEUTRAL] 30 1520 24, 1 2nd.
[AGENT][NEGATIVE] Unfortunately, I'm not showing a claim on file for that date of service.
[CUSTOMER][NEUTRAL] You don't see the claim on file?
[AGENT][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] OK, uh, we able to fax that?
[AGENT][POSITIVE] Yes, absolutely. Um, our fax number here is going to be, I'm so sorry, I should ask, did you have like a pen ready or a paper?
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] Yeah, no, go ahead, I'm ready.
[AGENT][NEUTRAL] OK. 877.
[CUSTOMER][NEUTRAL] You gave me fax already 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 942-3 fantastic well ahead ahead and uh get that reprinted and send it your way.
[AGENT][POSITIVE] Perfect. Thank you so much, Ms. [PII]. Is there anything else I can do for you today?
[CUSTOMER][NEUTRAL] Mm, no, that'll be all, Ali, thank you very much. Is there a reference number?
[AGENT][POSITIVE] Hey, my pleasure. You take care. Oh yeah, it's gonna be my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you have a great day and a [PII].
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] You too take care bye bye.
[CUSTOMER][NEUTRAL] Alright bye.