AccountId: 011433970860
ContactId: cf9b595a-f1c5-4c21-b029-16adaf44c3b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276500 ms
Total Talk Time (AGENT): 91501 ms
Total Talk Time (CUSTOMER): 68187 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/cf9b595a-f1c5-4c21-b029-16adaf44c3b0_20250311T14:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII] and I'm calling from provider office, and I'm looking for claim status.
[AGENT][NEUTRAL] All right. uh, what did you say your name was again?
[CUSTOMER][NEUTRAL] Uh, [PII]. It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and just in case we get disconnected what's a good phone number for you today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And what's the policy number you're calling about?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 015.
[CUSTOMER][NEUTRAL] 687559.
[AGENT][NEUTRAL] Alright, give me just a second and let me pull that policy up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. And what's the name of your patient?
[CUSTOMER][NEUTRAL] [PII] and the date of birth of this member is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the patient's last name?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][POSITIVE] OK. All right. Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, uh, give me just a moment. I'm gonna get you on the line with claims to check that status. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I need the claim status and uh if you have an EOB so I need EOB too.
[AGENT][POSITIVE] OK, alright, hold on just a moment for me. I'm gonna get somebody on the line for you, OK?
[CUSTOMER][POSITIVE] Take your time. No problem.
[AGENT][POSITIVE] All right, thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[CUSTOMER][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[CUSTOMER][POSITIVE] I'm good thanks how are you?
[AGENT][NEUTRAL] I am good. um I have a provider on the line calling to check claim status.
[CUSTOMER][NEUTRAL] OK. Do you have a policy number?
[AGENT][NEUTRAL] Yes, it is 156.
[AGENT][NEUTRAL] 8759.
[AGENT][NEUTRAL] The patient is P4.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And he also verified her date of birth.
[CUSTOMER][NEUTRAL] OK, and what's the name of the provider?
[AGENT][NEUTRAL] Um let me spell out his name for you, um because I have no idea how to pronounce. I think it's [PII], last initial [PII]
[AGENT][NEUTRAL] And his callback number?
[AGENT][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK, give me just one second here.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK thanks I'm ready for him.
[AGENT][POSITIVE] All right, here he comes. Thank you.
[CUSTOMER][POSITIVE] Thank you for holding this is [PII].
[AGENT][NEUTRAL] For