AccountId: 011433970860
ContactId: e0bf2e6b-e995-4156-aad8-5fd705c9bb2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241089 ms
Total Talk Time (AGENT): 71424 ms
Total Talk Time (CUSTOMER): 106158 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/e0bf2e6b-e995-4156-aad8-5fd705c9bb2c_20250328T12:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is uh [PII] calling from provider's office looking for a claim status.
[AGENT][NEUTRAL] If you're speaking I can't hear you at all.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] Hi, [PII], this is [PII] calling from provider's office looking for a claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I can
[CUSTOMER][NEUTRAL] OK. It's [PII] direct line.
[AGENT][NEUTRAL] One, give me your phone number again.
[CUSTOMER][NEUTRAL] [PII]. 1 2nd.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You want me to repeat it again?
[AGENT][NEUTRAL] I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, on my caller ID it says area code [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, what's a good what is the policy number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] It's 02478670.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is.
[CUSTOMER][NEUTRAL] One moment, let me tell you that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information and you said that you're checking claim status?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if I can get the date of service and the total charge?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] And I don't have the bill amount. No, I don't have that. So can you please verify that for me?
[AGENT][NEUTRAL] Do you have the provider's name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, one second.
[AGENT][NEUTRAL] So you do not have a copy of the claim or the itemized bill?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I don't have the copy of the claim now.
[AGENT][NEUTRAL] OK, well, actually I don't show any claims on file for this patient.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. So may I know the effective date from when the coverage started for this patient?
[AGENT][NEUTRAL] Effective date is [PII]. The termination date is [PII].
[CUSTOMER][NEUTRAL] OK. [PII], correct?
[AGENT][NEUTRAL] [PII] is the termination date. Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so may I have a call reference number for this?
[AGENT][NEUTRAL] My name in today's date, [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Anything else, [PII]?
[CUSTOMER][NEUTRAL] And today's date, right?
[AGENT][NEUTRAL] My name and today's date, correct.
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[CUSTOMER][POSITIVE] OK, thank you so much. That's all for today. You have a great day. You too. Bye-bye.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.