AccountId: 011433970860
ContactId: e3b0f682-b290-45d2-b344-2f62801acfe4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389559 ms
Total Talk Time (AGENT): 82893 ms
Total Talk Time (CUSTOMER): 83646 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/e3b0f682-b290-45d2-b344-2f62801acfe4_20250303T15:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, good morning. This is [PII] calling from private office. Got a question ready to claim.
[AGENT][NEUTRAL] OK, I can help you with the claims. [PII], can I please get your call back number and the facility from?
[CUSTOMER][NEUTRAL] Yeah my callback number is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the name [PII], the date of birth, and the policy number, please?
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth [PII].
[CUSTOMER][NEUTRAL] Policy number is 130.
[CUSTOMER][NEUTRAL] 919-6 I'm [PII], and
[CUSTOMER][NEUTRAL] Digit 8.
[AGENT][NEUTRAL] OK. Let me look that up real quick.
[CUSTOMER][NEUTRAL] And what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Alright, and then what is the data service the charge amount before and after the primary and the name of the facility that you're calling from, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This is for data service [PII] with the bill amount $98.01 and uh facility name is [PII].
[AGENT][NEUTRAL] OK, and then what is the what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, after that, it is $47.26.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII] while I look up this claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I, I found the claim for you. The claim number is 3,559,200.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] The claim was denied because the services were rendered after the policy termination date.
[CUSTOMER][NEUTRAL] When, when it got down?
[AGENT][NEUTRAL] [PII] and there are no active policies on file.
[CUSTOMER][NEUTRAL] OK, first of 21. Let me check um.
[CUSTOMER][NEUTRAL] Just, um, and this is for.
[CUSTOMER][NEUTRAL] OK. Uh, but I can see, OK, no, it's denied, yeah.
[CUSTOMER][NEUTRAL] Uh, the payment terminated on. OK, fine.
[CUSTOMER][NEUTRAL] OK, what's the call reference number?
[AGENT][NEUTRAL] You can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] Sure. Thank you so much. Have a good day. Bye-bye.
[AGENT][POSITIVE] You too, [PII] thank you for
[CUSTOMER][NEUTRAL] Yeah.