AccountId: 011433970860
ContactId: ac877d7b-2eb4-41a3-8258-09fd61763c5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158850 ms
Total Talk Time (AGENT): 63709 ms
Total Talk Time (CUSTOMER): 65241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/ac877d7b-2eb4-41a3-8258-09fd61763c5f_20250225T18:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm [PII] calling you from provider's office to check on claim status. Can you please help?
[AGENT][NEUTRAL] Sure, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's spelled as [PII].
[AGENT][POSITIVE] OK, got it, thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII] direct line.
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yes, before proceeding further, I would like to inform you that this call is getting recorded for quality and training purposes. Policy ID is 02337.
[CUSTOMER][NEUTRAL] 138
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] with $500 even.
[AGENT][NEUTRAL] 500. OK, thank you. One moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm sorry, you, you did say that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for that date of service.
[CUSTOMER][NEUTRAL] All right, let me check for the paper claim which was submitted on [PII] on the mailing address, um, [PII], OK [PII]. Is that correct?
[AGENT][NEUTRAL] That is the correct address, yes, um, I also have a fax number and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] OK, may I know the payer ID and fax number as well?
[AGENT][NEUTRAL] Of course that fax number is 877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][POSITIVE] Alright, thank you so much and the pay ID may I know?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][POSITIVE] Perfect. And can you please uh provide me with the caller reference?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] And was there anything else I can help you with?
[CUSTOMER][POSITIVE] All right, no, that's all for today, [PII]. Thank you so much for providing all the information to me. You have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.