AccountId: 011433970860
ContactId: ac25efab-0785-43ea-b965-53f7b80f5555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225020 ms
Total Talk Time (AGENT): 96713 ms
Total Talk Time (CUSTOMER): 54590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/ac25efab-0785-43ea-b965-53f7b80f5555_20250515T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling on behalf of a provider on a recorded line. I was calling to speak with someone regarding a medical claim, please.
[AGENT][NEUTRAL] Sure, I can assist you with claims, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Methodist Richardson Medical Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] It is 2, I'm sorry, 02449793.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] And what is the day of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Day of service is [PII]. Charge amount is $12,739.25.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim, and again, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we don't have that claim on file.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, was the patient active on this data of service?
[AGENT][NEUTRAL] Um, yes, and the effective date of the policy was [PII] and it terminated on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Where can we send this phone to?
[AGENT][NEUTRAL] OK. You can send it to, um, you can send it by mail or by fax. So let me go ahead and give you both. The mailing address is [PII] and that's [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] And I can just put it uh attention coins.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, alrighty, well we'll get this uh claim sent over. Can I have a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need the spelling of my name or any other information, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] All right. Um, it's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] All [PII]. Thank you so much. Have a great day.
[AGENT][POSITIVE] You as well thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.