AccountId: 011433970860
ContactId: da49f075-f1b4-4650-a5f5-c574f5df0402
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198259 ms
Total Talk Time (AGENT): 93569 ms
Total Talk Time (CUSTOMER): 45397 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/da49f075-f1b4-4650-a5f5-c574f5df0402_20250508T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. So my name is [PII]. I'm calling from provider office to check the status of the claim.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Anderson Skin and Cancer clinic.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It's gonna be 02137752.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] For [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mm thank you. OK, Miss [PII], what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's gonna be for [PII] total bill amount $204.
[AGENT][NEUTRAL] Mm, OK, so that's March 11 of 25 or 204. Let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let me see if this is your claim. One moment.
[AGENT][NEUTRAL] I'm still waiting on the paperwork. One moment.
[AGENT][NEUTRAL] 24, yes, OK, we have um processed the claim on [PII] and we send a benefit amount of $100 to the provider.
[CUSTOMER][NEUTRAL] OK, now was that issued by paper check or EFT?
[AGENT][NEUTRAL] This is a paper check, a single check? Do you need the check number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Check number is 2042531. Again, that's 2042531.
[CUSTOMER][POSITIVE] Perfect. And is there a claim number attached?
[AGENT][NEUTRAL] Yes, the claim number is 359-6705. Again, that's 359-6705.
[CUSTOMER][POSITIVE] Perfect, I think that'll be everything I need. uh, thank you so much. So may I just have a call reference number for today?
[AGENT][NEUTRAL] OK. We don't have reference numbers. You can use my name in today's date if you would like, Miss [PII].
[CUSTOMER][NEUTRAL] OK perfect uh can I please get your last initial?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much appreciate all your help.
[AGENT][POSITIVE] You're welcome, Miss [PII] and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.