AccountId: 011433970860
ContactId: d4e1fe0f-019a-4edf-aa99-4e6f0bed30dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195929 ms
Total Talk Time (AGENT): 74419 ms
Total Talk Time (CUSTOMER): 58958 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d4e1fe0f-019a-4edf-aa99-4e6f0bed30dc_20250618T18:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII]. I'm a medical provider and I need your claim status.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII], and for my last name is [PII], phone number is [PII]. I'm sorry, your name is?
[AGENT][NEUTRAL] Um, my name is [PII]. Um it's spelled [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Ah yes, that's 02606689.
[AGENT][NEUTRAL] OK. Thank you, [PII], and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] [PII] the amount is $5,744.19.
[AGENT][NEUTRAL] OK. One moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[AGENT][NEUTRAL] And you said that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, the claim number is 361-2407.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm sorry, 361.
[AGENT][NEUTRAL] Yes, 361-24007.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim paid out for $1,494 even.
[AGENT][NEUTRAL] It was a single check and.
[AGENT][NEUTRAL] The check number is.
[AGENT][NEUTRAL] 204.
[AGENT][NEUTRAL] 9713.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What day was that pay on [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, um, do you provide any call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it, [PII]. Thank you very much. Have a wonderful day, OK.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.