AccountId: 011433970860
ContactId: c2c24c40-5ee4-4bb8-8f59-5528df926963
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179860 ms
Total Talk Time (AGENT): 46658 ms
Total Talk Time (CUSTOMER): 42797 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/c2c24c40-5ee4-4bb8-8f59-5528df926963_20250311T14:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling for claim status for a patient please.
[AGENT][NEUTRAL] I can help you and what's your name?
[CUSTOMER][NEUTRAL] Excuse me, my name is [PII].
[AGENT][NEUTRAL] And [PII], what's the policy number?
[CUSTOMER][NEUTRAL] It is 02284075.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I'm pulling up the file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said that you're checking claim status, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's for [PII].
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, I can help you with the status if you can provide the date of service and the total charge.
[CUSTOMER][NEUTRAL] [PII] for $178.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, show the claim was processed [PII], and the maximum um office visits have been exhausted for the calendar year, so no payment was made on that claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Payment you said maximum office visits, correct?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Office visit submit awesome. Could I just get a reference number please? That's exactly what I needed.
[AGENT][NEUTRAL] Alright, you'll use my name in today's state as your reference. [PII].
[AGENT][NEUTRAL] ONYA first initial last is [PII], and did you need the claim number?
[CUSTOMER][NEUTRAL] Nope, that's all that I needed.
[AGENT][POSITIVE] Alright thank you [PII], for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.