AccountId: 011433970860
ContactId: a7657b87-6f03-40d1-92c0-a57812519892
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185300 ms
Total Talk Time (AGENT): 59767 ms
Total Talk Time (CUSTOMER): 44049 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/a7657b87-6f03-40d1-92c0-a57812519892_20250115T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Thank you for calling ATL.
[CUSTOMER][NEUTRAL] Yes, I'm checking on the claim please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. First, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your name, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] 01637397ML8
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] $1,352.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file, but just let me advise you that this policy did expire on [PII].
[CUSTOMER][NEUTRAL] OK, so basically it termed.
[AGENT][NEUTRAL] Yes, ma'am. It turned the effective date on the policy was [PII] and it turned on [PII].
[CUSTOMER][NEUTRAL] OK, so we'll build a number for that then.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh, just, um, I do have.
[CUSTOMER][NEUTRAL] Another patient will um.
[CUSTOMER][NEUTRAL] The reference numbers be the same or they be different per patient?
[AGENT][NEUTRAL] It would be the same. The reference number is my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then the next claim, is it for the same patient?
[CUSTOMER][NEUTRAL] Um, different patients.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][POSITIVE] OK, I'm ready for the next policy number.