AccountId: 011433970860
ContactId: 9fec16da-1427-4167-9101-6aa63a545869
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173940 ms
Total Talk Time (AGENT): 68392 ms
Total Talk Time (CUSTOMER): 76237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9fec16da-1427-4167-9101-6aa63a545869_20250624T13:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from Eastern New Mexico Medical Center in [PII]. I'm just calling to check to see if you received a claim that we sent via paper.
[AGENT][POSITIVE] OK. Happy to check on a claim today. Do we have the policy number?
[CUSTOMER][NEUTRAL] I think I do. It is 02603053.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if I can get patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then what's the data service?
[CUSTOMER][NEUTRAL] Data services [PII].
[CUSTOMER][NEUTRAL] Through [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] would be $32,947.56.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Not showing any claims on file for that date range and that build amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is your claims mailing address, let me see where billing sent this to, um, [PII]?
[AGENT][NEUTRAL] It is, but for this plan, the claims may go somewhere else. Let me check on this, just a second here, a little bit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEGATIVE] Oh no, yeah.
[AGENT][NEUTRAL] OK, no, that's right, actually, they go to [PII]. I can give you the facts also.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, maybe I'll try to fax it. Um, what's the fact?
[AGENT][NEUTRAL] Fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] [PII] should put like attention claims on it.
[AGENT][NEUTRAL] Mhm. Attention claims, yeah.
[CUSTOMER][NEUTRAL] OK. All righty. I will go ahead and get that fax. Thank you for checking that for me. Do you have a call reference number?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh call reference absolutely. It's my name with today's date. My name again is [PII], that's [PII], initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Perfect. All right, sir. You have a great rest of your day.
[AGENT][POSITIVE] You too, [PII]. Take care.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.
[AGENT][NEUTRAL] Bye.