AccountId: 011433970860
ContactId: d5e59c9d-5112-4714-aeb6-bba1b4327b1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309910 ms
Total Talk Time (AGENT): 86186 ms
Total Talk Time (CUSTOMER): 60309 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/d5e59c9d-5112-4714-aeb6-bba1b4327b1f_20250617T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hi, [PII], I am just following up on a claim for a patient.
[AGENT][NEUTRAL] Yeah, I can help you with claim status. Who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And um are you calling on behalf of a provider?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK. And what's the provider's name?
[CUSTOMER][NEUTRAL] Provider's name is [PII].
[AGENT][NEUTRAL] OK, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number is going to be 025157448.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Data service is going to be 12-16 2024. The submitted amount is $270.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 0, 16th. OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] It looks like we received this claim on [PII]. It was processed on the same day.
[AGENT][NEUTRAL] The claim number is 36052229, and it looks like we paid $208.80 towards that.
[CUSTOMER][NEUTRAL] OK and was that paper check?
[AGENT][NEUTRAL] Uh, yes, it was, ma'am.
[CUSTOMER][NEUTRAL] Can I have the check number please?
[AGENT][NEUTRAL] It's 204.
[AGENT][NEUTRAL] 623-3.
[CUSTOMER][NEUTRAL] Please show that as cleared.
[AGENT][POSITIVE] Uh, it looks like it's outstanding right now.
[CUSTOMER][NEUTRAL] OK, and when was this sent out?
[AGENT][POSITIVE] Uh, we issued the check on [PII], and it looks like, uh, yes, it is still outstanding. Sorry, I already said that.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Um, and was this mailed to a PO box or is it mailed to the office?
[AGENT][NEUTRAL] Uh, it looks like the office at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, um, and can I please have a
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Sure. So we don't do call reference numbers. You can use my name and last initial in today's date. So [PII] in today's date.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] Uh, no, ma'am. Thank you so much. Have a wonderful day.
[AGENT][POSITIVE] You too. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Bye bye.