AccountId: 011433970860
ContactId: d900a812-c751-488d-9db2-d28c990874a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109620 ms
Total Talk Time (AGENT): 42921 ms
Total Talk Time (CUSTOMER): 38734 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d900a812-c751-488d-9db2-d28c990874a6_20250326T16:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] My name is [PII] calling from a provider's office checking the status of a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02521747
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that and the date of service for the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] Thank you for that information. My name's [PII]. I'm showing that we received the claim twice. The first time it denied because we need the EOB from the primary and the second time it denied is a duplicate.
[CUSTOMER][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you still need to be.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Can it be faxed?
[AGENT][NEUTRAL] Yes, fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And a call reference?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you for calling ATL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.