AccountId: 011433970860
ContactId: e638f183-ed08-4300-ac1a-513ddad148ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189160 ms
Total Talk Time (AGENT): 74320 ms
Total Talk Time (CUSTOMER): 68532 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/e638f183-ed08-4300-ac1a-513ddad148ea_20250217T19:51_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, Easy. My name is [PII]. I'm calling from Emory University Hospital calling for claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. And first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, and this is direct, area code [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02491580
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] saying [PII].
[AGENT][NEUTRAL] Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] 1625 $10,828.
[AGENT][NEUTRAL] OK, thanks for your patience. I'm not showing that claim on file. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Uh, we submitted it electronically to payer ID number 42011.
[AGENT][NEUTRAL] Oh, no, ma'am. That's not our pair ID.
[CUSTOMER][NEUTRAL] Oh, what is it? OK, and it with the claim address [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, no, ma'am. Not for this, not for this policy. That's for one of our other policies.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, and what is that claims address?
[AGENT][NEUTRAL] Um, the claims address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And are we at all able to fax this to you?
[AGENT][NEUTRAL] Um, yes, ma'am. Our fax number is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department and we also have a pair ID.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and what's that payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, great, and Ey, can I get a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, my last initial is M like [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, great. Thank you so very much. Enjoy the rest of your day.
[AGENT][POSITIVE] OK. Well, since there isn't anything else I can assist you with, [PII], I thank you for calling ATL. You have a great rest of your day as well. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.