AccountId: 011433970860
ContactId: aadb99eb-3f0b-42a0-94ee-562aea9d0919
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200559 ms
Total Talk Time (AGENT): 104569 ms
Total Talk Time (CUSTOMER): 64420 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/aadb99eb-3f0b-42a0-94ee-562aea9d0919_20250623T18:14_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider office calling for the claim status information.
[AGENT][NEUTRAL] OK, [PII], I can help with claim status. What's the policy number, please?
[CUSTOMER][NEUTRAL] 01997051
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Name of the patient, last name is [PII] And the first name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. Extension is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, what is the, uh, the, um, data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $355 even.
[AGENT][NEUTRAL] OK, you said [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Excuse me just a moment here. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, [PII], that's not coming up. Let me just look on another place here now um [PII].
[AGENT][NEUTRAL] OK, I'm not showing that.
[CUSTOMER][NEUTRAL] Yes, and uh
[AGENT][NEUTRAL] Right, I'm not showing that we have that. Um, I'm just wondering, uh, where you sent it. Uh, did you, uh, do you know where the, the claim was sent to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim was sent through [PII], OK, [PII].
[AGENT][NEUTRAL] OK, I don't know why we don't have it. That's the correct address. Could I give you my fax number as well? Uh, is, do you mind, uh, resending it? There is no, uh, timely filing, so it can be filed at any time, uh, this because this is a secondary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, and could you please check and let me know whether patient is active on the data service or not?
[AGENT][NEUTRAL] Uh, yes, absolutely. The policy was in, uh, is still in effect, but it went into effect on [PII]. So in [PII], it was definitely, uh, in, uh, it was definitely active.
[CUSTOMER][NEUTRAL] OK, for the same patient, can you please check with the [PII] claim?
[AGENT][NEUTRAL] December, did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] For the same patient, I do have one more claim, which is [PII].
[AGENT][NEUTRAL] OK, I can look that up.
[AGENT][NEUTRAL] OK, that's not in.
[CUSTOMER][NEUTRAL] The amount is $358 even.
[AGENT][NEUTRAL] Yeah, that's, I don't have anything for [PII], so it's not for that date of service in December, I should say.
[CUSTOMER][NEUTRAL] OK. Can you please spell out your name for my documentation?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as our reference. Is there anything else at all that I may help with?
[CUSTOMER][NEUTRAL] Can you please repeat your name once again?
[AGENT][NEUTRAL] Yes, it's [PII], that's [PII]
[AGENT][NEUTRAL] And we're gonna use that into today's date as our reference.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a nice day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for contacting AT have a good day.