AccountId: 011433970860
ContactId: ab8f15b7-8c29-45fd-8224-b8e496255ad9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164649 ms
Total Talk Time (AGENT): 75317 ms
Total Talk Time (CUSTOMER): 38736 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/ab8f15b7-8c29-45fd-8224-b8e496255ad9_20250303T19:20_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm checking to see if you have a claim on file from us.
[AGENT][NEUTRAL] I can certainly check the claim status with whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I have 021-89208 ML 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What date of service, [PII], are we looking for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is there a particular bill amount that I need to look for?
[CUSTOMER][NEUTRAL] Uh, let me see [PII], $444.
[AGENT][NEUTRAL] OK, thank you. Just looking now.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So this is for an office visit and treatment within the physician's office. Does that sound right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, your claim number on this is um 3555298. Now, that um claim was received.
[AGENT][NEUTRAL] I let's see if I can find it here.
[AGENT][NEGATIVE] On the [PII], we processed it on the [PII]. Now, this policy doesn't cover anything within a physician's office. It's strictly for hospital services only. So that claim, um, yeah, wasn't, wasn't paid and it was a denial.
[CUSTOMER][NEUTRAL] Oh. Gotcha.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Is this the only data service that we need to look for?
[CUSTOMER][NEUTRAL] Um, yes, that's the only one. OK, perfect. Is there a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference, and if there's nothing else I can help with, and thank you very much for contacting APL. I hope you have a very good afternoon.