AccountId: 011433970860
ContactId: dd5403bf-e58d-4462-a4ff-15fdef410eb5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125750 ms
Total Talk Time (AGENT): 48098 ms
Total Talk Time (CUSTOMER): 46353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/dd5403bf-e58d-4462-a4ff-15fdef410eb5_20250306T16:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, uh, good morning. My name is [PII] and I'm from provider's office to check on some, uh, claim information.
[AGENT][NEUTRAL] Sure, I can check in a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, that is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Oh yes, that would be 02519728.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Uh, this is for, uh, [PII], [PII], the date of birth.
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK, and then that bill amount please.
[CUSTOMER][NEUTRAL] Uh, $202 even.
[AGENT][NEUTRAL] 02. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], uh, we were able to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And may I know uh what type of policy is this?
[AGENT][NEUTRAL] Sure, it's a secondary medical policy.
[CUSTOMER][NEUTRAL] OK, so you guys do do not cover the uh office visit.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, is there any reference number for the call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date, and so my name is spelled [PII] The last initial is [PII] Uh did you need that claim number or anything, [PII]?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][POSITIVE] Uh, no, thank you, have a good day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.