AccountId: 011433970860
ContactId: ba5e7f76-39de-460b-809b-267d403f8a17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119010 ms
Total Talk Time (AGENT): 45652 ms
Total Talk Time (CUSTOMER): 36501 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/ba5e7f76-39de-460b-809b-267d403f8a17_20250619T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling to know about the claim status.
[AGENT][POSITIVE] All right, I'm happy to check on a claim for you today. What's the policy number?
[CUSTOMER][NEUTRAL] Yes. 01991586 M. Mike L Lima 8.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Name is [PII]. Date of birth is.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, the data service.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So this date is [PII]. Total bill amount is $146.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And [PII] for documentation, do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So claim was received [PII]. The claim was denied on [PII]. I was not a covered loss under the patient plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, reference number, please?
[AGENT][NEUTRAL] References my name with today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.