AccountId: 011433970860
ContactId: dda7d09c-c6b1-4e47-9066-1457d0de348a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225460 ms
Total Talk Time (AGENT): 82310 ms
Total Talk Time (CUSTOMER): 95976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/dda7d09c-c6b1-4e47-9066-1457d0de348a_20250217T20:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number will be [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] The policy number will be?
[CUSTOMER][NEUTRAL] 02450100.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima. 7.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, the name will be [PII], that is [PII] as the first name and the last name will be [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have the date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your bill amount please.
[CUSTOMER][NEUTRAL] Yeah. $10,553 and even.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][POSITIVE] No problem. Take your time.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so we did receive this claim [PII], uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. Uh, you wanted us to send the a copy of the primary UOB?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] One moment. I'm uh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I do see uh already a primary has been sent on the date, um.
[CUSTOMER][NEUTRAL] On the date of [PII].
[AGENT][NEUTRAL] OK, if it was sent, we have not yet received it.
[CUSTOMER][NEUTRAL] OK. Uh, OK. Uh, may I have your mailing address or fax number so that I can
[AGENT][NEUTRAL] Of course I've got both of that um so the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Thank you for that. And may I have your name and the card reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, did you want that fax number as well, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 942-3. OK.
[AGENT][NEUTRAL] Right, so the reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thanks for that.
[CUSTOMER][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh yeah, one moment. I'm checking on it.
[CUSTOMER][POSITIVE] No, uh thank you for your assistance. Have a good day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you.