AccountId: 011433970860
ContactId: db1afeba-86c1-4c76-9ead-85067703e1fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217220 ms
Total Talk Time (AGENT): 74851 ms
Total Talk Time (CUSTOMER): 53909 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/db1afeba-86c1-4c76-9ead-85067703e1fa_20250122T15:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], you're calling from Pro's office to check on claim status.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Oh sorry, OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, before you proceed, I'll let you know this call will be recorded for quality and training purpose. And the callback number is [PII] with extension of [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02455573.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yeah, and and and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] and the amount is $1,519. 1519.
[AGENT][POSITIVE] Got it OK thank you one moment.
[AGENT][NEUTRAL] OK, sorry, I'm sorry, what was the name of the provider's office?
[CUSTOMER][NEUTRAL] Vital MD Group Holding LLC.
[AGENT][POSITIVE] Got it. OK, thank you.
[AGENT][NEUTRAL] All right, so I did, we did receive this claim.
[AGENT][NEUTRAL] So the office visit is not going to be covered under this policy. As for everything else, uh, we need a copy of the primary EOB to continue processing.
[CUSTOMER][NEUTRAL] Yes, as I checked here, we already signed the bank will be via fax on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, I'm not showing that we received an EOB for this date of service that might need to be resent to us.
[CUSTOMER][NEUTRAL] OK. Could you please
[CUSTOMER][NEUTRAL] Yeah, OK. Could you please provide me the fax number?
[AGENT][NEUTRAL] Yes, fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you so much. Could you please provide me call reference number and your name?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] and was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's on my, sir. Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.