AccountId: 011433970860
ContactId: d3ed9433-98af-42b7-8a98-3c2b47bacb44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219360 ms
Total Talk Time (AGENT): 80765 ms
Total Talk Time (CUSTOMER): 57052 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d3ed9433-98af-42b7-8a98-3c2b47bacb44_20250211T17:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on the claim status. Uh, before we proceed, I would like to inform you that this call is being recorded for quality and training purposes. Is that OK with you?
[AGENT][NEUTRAL] Sure, Miss [PII].
[AGENT][POSITIVE] And I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, can you repeat the extension one more time?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have uh the name of the facility or provider you're calling from, Miss [PII]?
[CUSTOMER][NEUTRAL] Diagnostic Center of Miami.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02317304 M as in Mary L as in Lima number 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII], total bill amount, $350 even 350.
[AGENT][NEUTRAL] And that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII] and that's just optional and bear with me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Uh, it looks like we received the claim [PII], processed [PII], and we are still waiting for the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] And that was submitted on [PII].
[AGENT][NEGATIVE] We have not received that.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Provide me the fax number.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Claim number
[AGENT][NEUTRAL] Attention please.
[AGENT][NEUTRAL] Um, that is 337-715-5.
[CUSTOMER][NEUTRAL] Reference number for the call?
[AGENT][NEUTRAL] We don't have reference numbers so you can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance and have a great day bye bye take care.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye bye, Miss [PII].