AccountId: 011433970860
ContactId: c9f76500-4836-46d6-a78c-04e25105f384
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286799 ms
Total Talk Time (AGENT): 95020 ms
Total Talk Time (CUSTOMER): 87588 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/c9f76500-4836-46d6-a78c-04e25105f384_20250416T14:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATM. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Orlando Health, and I'd like to check on the claim status.
[AGENT][POSITIVE] OK. I'm happy to check on a plane this morning. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] It is 01417753.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][POSITIVE] Thank you so much. And then do you have a good contact number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Oops, I'm sorry, I pushed the wrong button. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] What is the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] data service.
[CUSTOMER][NEUTRAL] Is 16-2025.
[AGENT][NEUTRAL] And the amount
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] 14,480, 144,480.
[AGENT][NEUTRAL] So $1,444.80.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just a moment here.
[AGENT][NEUTRAL] And just to confirm
[CUSTOMER][NEUTRAL] I'm sorry. Did you say your name was [PII]?
[AGENT][NEUTRAL] Uh-huh. My name is [PII], yeah.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] No problem. You said Data ServiceTitan was 1625. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] So it looks like I don't have any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. What's the best way that I can get those to you?
[AGENT][POSITIVE] So we can uh receive them via fax, mail, or we have a payer ID and I'm happy to provide either of those to you.
[CUSTOMER][NEUTRAL] OK. How about all 3? What's the fax number?
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] Fax number is 877.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the address, let me just verify if I have the right address. Is it [PII]?
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Yeah, no worries.
[AGENT][NEUTRAL] No, actually.
[CUSTOMER][NEUTRAL] [PII]. Ah, OK.
[AGENT][NEUTRAL] That's probably it because that's changed, we have.
[CUSTOMER][NEUTRAL] New address.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and this will be coming to you as a secondary?
[AGENT][NEUTRAL] Mhm we're secondary yes mhm.
[CUSTOMER][NEUTRAL] Coverage
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK dokey. I thank you so much for your information, and we will get that out.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.