AccountId: 011433970860
ContactId: 9700649b-1e6b-4ffd-abea-41e11c559b91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127080 ms
Total Talk Time (AGENT): 53394 ms
Total Talk Time (CUSTOMER): 55779 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/9700649b-1e6b-4ffd-abea-41e11c559b91_20250312T21:29_UTC.wav
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[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], last initial [PII] I'm calling about a claim please.
[AGENT][NEUTRAL] Uh, yes, I can certainly help with a claim. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02544110.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Thank you. [PII], what date of service are we looking for for Charlotte?
[CUSTOMER][NEUTRAL] Um, I've got two for, but this one's [PII] for $717.
[AGENT][NEUTRAL] $717 OK, so.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I don't have that one on file and what is the other, uh, claim that I can help with? You said that there are 2 dates of service?
[CUSTOMER][NEUTRAL] Mhm and the other one is data services [PII] for $1,067.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't have either of these claims in uh for Charlotte. Let me see if they're not pending. Yeah, it does, it doesn't look like I have them at all, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one other question.
[CUSTOMER][NEUTRAL] Are y'all primary she's got a Cigna account.
[CUSTOMER][NEUTRAL] And I, I said, well, I said I'm not sure who's primary.
[AGENT][NEUTRAL] Uh, this is the secondary insurance and what we do is we pick up the deductible, co-payment or co-insurance from her major medical.
[AGENT][NEUTRAL] Um, so, yeah, we're not.
[CUSTOMER][NEUTRAL] OK, well then we need to switch to signal.
[AGENT][POSITIVE] Yeah, they would probably be able to help you.
[CUSTOMER][NEUTRAL] OK, that'll answer that one.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK, then I appreciate your help so much. Thank you.
[AGENT][POSITIVE] Oh, OK, if there's anything else I can help with, thanks for contacting API we can.