AccountId: 011433970860
ContactId: d0183c9c-f84c-4921-af26-0682103ad2ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209039 ms
Total Talk Time (AGENT): 87756 ms
Total Talk Time (CUSTOMER): 70863 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/d0183c9c-f84c-4921-af26-0682103ad2ed_20250123T21:09_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling ATL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling to check status on a claim.
[AGENT][POSITIVE] OK, I'd love to help you with claim status, Ms. [PII]. And do you mind if I get a good callback number from you real quick?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] Thank you. And what's the policy number we want to look at?
[CUSTOMER][NEUTRAL] Um, the policy number is 02069657M for [PII] for [PII] number 8.
[AGENT][POSITIVE] Thank you very much and give me one moment to get that pulled up for you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] Alrighty, thank you so much for your patience, Ms. [PII], would you be able to verify for me uh the first and last name of your insured?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, patient name is [PII] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] And do you have a particular claim number you wanna look at or do we wanna search it with the date of service?
[CUSTOMER][NEUTRAL] Data service.
[AGENT][NEUTRAL] All right, perfect. And what is that date of service today, Ms. [PII]?
[CUSTOMER][NEUTRAL] They said 1115 2024 for $354.
[AGENT][NEUTRAL] 354 you said [PII] correct? [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm really sorry I am not showing a claim on file for that date of service. You said $350 correct?
[CUSTOMER][NEUTRAL] 354.
[AGENT][NEUTRAL] 354
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just gonna type it in one more time in case I had a typo.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] [PII], yes, OK, so nothing's coming up for for [PII].
[CUSTOMER][NEUTRAL] OK, so what's the address to send the claims to?
[AGENT][NEUTRAL] You mentioned our address is [PII] and that is in [PII].
[CUSTOMER][NEUTRAL] OK, that's the right address we have. OK, so I can we fax to you guys or it has to be mailed?
[AGENT][NEUTRAL] Oh no, we can fax it and we also have an electronic payer ID and I can give you both of those if you'd like.
[CUSTOMER][NEUTRAL] Well, actually I have to send it with with the EOB so we'll go ahead. Can I get the fax number?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] 942-3.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] You betcha.
[CUSTOMER][NEUTRAL] Attention claims?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][POSITIVE] OK wonderful wonderful and can I get a call reference?
[AGENT][NEUTRAL] Certainly, it's gonna be my name, [PII], first [PII] last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Oh my pleasure. Thank you for calling APL and you have such a fabulous day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] OK.