AccountId: 011433970860
ContactId: d4148b60-cb13-482e-bc4d-b203e16468b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120220 ms
Total Talk Time (AGENT): 41100 ms
Total Talk Time (CUSTOMER): 62842 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d4148b60-cb13-482e-bc4d-b203e16468b4_20250514T15:36_UTC.wav
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[AGENT][NEUTRAL] Contacting ATI this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII] from Baptist Outpatient Services. How are you?
[AGENT][NEUTRAL] I'm fine, how are you?
[CUSTOMER][POSITIVE] I'm doing good thank you. I need to check status on a claim please.
[AGENT][NEUTRAL] I can help with claim status, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, sure. Patient's policy number is 02281903.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much. And what date of service are you looking for for this individual?
[CUSTOMER][NEUTRAL] [PII] in the amount of $1,846.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It doesn't look like I have your.
[AGENT][NEUTRAL] Your claim on file.
[CUSTOMER][NEUTRAL] I'm sorry, what?
[AGENT][NEUTRAL] It doesn't look as though I have your claim on file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It doesn't look like I've received it. Um, do you know where you sent it to? We, we've actually changed our PO box address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Um, yeah, they probably sent it to the PO box. Let me check, um.
[CUSTOMER][NEUTRAL] Or if it would have been faxed. Um, let me see, um, that's OK. What I'll do is I, I, I'll fax it if you don't have it on file, um, it looks like they sent it back on [PII], but, um, I'm not certain how it was sent. I'll go ahead and fax it and who am I speaking with?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. We'll use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] Thank you so much [PII]. I'll go ahead and fax it.
[AGENT][NEUTRAL] OK, well, there's nothing I can help with. Thanks for contacting API.
[CUSTOMER][NEUTRAL] Yeah.