AccountId: 011433970860
ContactId: d7522e18-cd96-4b48-9cc4-1fa803162918
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318600 ms
Total Talk Time (AGENT): 92601 ms
Total Talk Time (CUSTOMER): 58629 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d7522e18-cd96-4b48-9cc4-1fa803162918_20250422T16:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] I need to check the status of a claim, please.
[AGENT][NEUTRAL] OK, I can help you with the claim.
[AGENT][NEUTRAL] Can I please get your name and your callback number just in case the call is dropped.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you Ms. [PII] and what's the name of the facility you're calling from?
[CUSTOMER][NEGATIVE] And mad health.
[AGENT][NEUTRAL] OK, and can I please get the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII], [PII], 02456473.
[AGENT][POSITIVE] Thank you. Let me look that up real quick.
[AGENT][NEUTRAL] Alright, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Um, the data service is [PII] [PII].
[CUSTOMER][NEUTRAL] And the charge amount is 25,91894.
[AGENT][NEUTRAL] OK, and then can I please get the amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yes, ma'am, let's see.
[CUSTOMER][NEUTRAL] That amount is.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, I think we do have a payment.
[CUSTOMER][NEUTRAL] Um, that amount is $2,052.76.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold while I pull up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I did until Drew let the kids use it and they squirted it all out. I gotta buy new.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I do show that that claim has been paid. Uh, let me get you the claim number.
[AGENT][NEUTRAL] It is 358.
[AGENT][NEUTRAL] 1961.
[AGENT][NEUTRAL] Claim was paid in the amount of $1,626.
[AGENT][NEUTRAL] With check number.
[AGENT][NEUTRAL] 2,035,910.
[AGENT][NEUTRAL] And let me look up real quick to see if that check has cleared.
[AGENT][NEUTRAL] The check is still outstanding. We sent it on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I do appreciate your help.
[AGENT][POSITIVE] Well, it's no problem at all, Ms. [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] OK. Well, you have a good rest of your week and thanks for calling APL.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.