AccountId: 011433970860
ContactId: c3b04581-c136-450e-8fd4-72e168e6a083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143100 ms
Total Talk Time (AGENT): 61510 ms
Total Talk Time (CUSTOMER): 47147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/c3b04581-c136-450e-8fd4-72e168e6a083_20250108T13:50_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from IHA Health Services Corporation. I'm calling to get a status of a medical claim we have submitted.
[AGENT][NEUTRAL] I can help with the claim status here. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, that is 02464472.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]. That's my direct line.
[AGENT][NEUTRAL] Thank you. What is that data service we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII] for $250.
[AGENT][NEUTRAL] OK, thank you. I'm just checking now.
[AGENT][NEUTRAL] Give me just one moment, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you. Uh, I don't have a claim for, um, [PII] for that data service. Uh, what I can tell you about the policy though is that it was in effect from [PII] until [PII]. So if you would like to submit your um claim anyway, uh, we can send you uh something showing that it was outside the, the date of uh of the eligibility.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, but, um, yeah, I don't, I don't have that claim at all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, OK. All right, thank you.
[AGENT][NEUTRAL] Is there anything else at all?
[CUSTOMER][NEUTRAL] Do you have a call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. Uh my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] No, that'll be all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII], for your help.
[AGENT][POSITIVE] Thanks for contacting AP have a good day.