AccountId: 011433970860
ContactId: 97683db8-fa20-4a08-9ed8-25ff7282b540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526820 ms
Total Talk Time (AGENT): 108088 ms
Total Talk Time (CUSTOMER): 120243 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/97683db8-fa20-4a08-9ed8-25ff7282b540_20250224T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. This is uh [PII]. I'm calling from FHMC Clinic. I'm here for a claim.
[CUSTOMER][NEUTRAL] Get on your chart here to get the credit.
[CUSTOMER][NEGATIVE] It is not.
[AGENT][NEUTRAL] OK, I can help you with the claim, sir. And what was
[AGENT][NEUTRAL] The name of the clinic you're calling from again?
[CUSTOMER][NEUTRAL] It's FHMC Clinic.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from.
[AGENT][NEUTRAL] OK, thank you and then what is um your call back number [PII]?
[CUSTOMER][NEUTRAL] Yeah. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 023-09898. The member name is [PII].
[CUSTOMER][NEUTRAL] The date of birth, [PII].
[CUSTOMER][NEUTRAL] Manager and
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you give me that policy number one more time please, [PII]?
[CUSTOMER][NEUTRAL] Yes, 023 098 98.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the date of service for [PII] and the charge amount?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII]. And the total charge is $24,742.80.
[CUSTOMER][NEUTRAL] I it takes time but not the.
[AGENT][NEUTRAL] OK, and I'm gonna put you on a brief hold while this claim for you [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][POSITIVE] Thank, thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 338-9947
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I did find the claim.
[AGENT][NEUTRAL] The claim number is 3389947.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid with check number 18.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh yeah, so, sorry, sorry conrupted.
[CUSTOMER][NEUTRAL] Uh, a 3 time requested for the UV.
[CUSTOMER][NEGATIVE] I have a reference number for, uh, but we are not receiving the UB through fax. 3 times we requested.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] OK, um, let me get that, uh, fax number from you now, sir, and I'll send it while we're on the phone together.
[CUSTOMER][POSITIVE] OK. That sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When you're ready for the fax number?
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] Yeah, it's 602.
[CUSTOMER][NEUTRAL] 883
[CUSTOMER][NEUTRAL] 7330.
[AGENT][NEUTRAL] OK, let me repeat it, make sure I've got it correct. [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a hold while I get that fax together and I'll be right back.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK [PII] I have that fax on its way to you I've also set an alert so if the fax doesn't go through I'll stop what I'm doing and resend it.
[CUSTOMER][POSITIVE] Mhm. OK. Perfect. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome you have a good day and thank you for calling APL sir.
[CUSTOMER][POSITIVE] Thank you too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.