AccountId: 011433970860
ContactId: e9cf627c-97df-42ab-ba4d-2ac76745baf4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113360 ms
Total Talk Time (AGENT): 54806 ms
Total Talk Time (CUSTOMER): 45869 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/e9cf627c-97df-42ab-ba4d-2ac76745baf4_20250415T13:07_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you? It's [PII] again. I need to check status on another claim. How are you doing today?
[AGENT][NEUTRAL] How are you?
[AGENT][POSITIVE] I'm doing good. And um well, I still have your phone number and um may I have the member's policy number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] 02556465.
[AGENT][NEGATIVE] I think I did that wrong. 02550.
[CUSTOMER][NEUTRAL] 02556465 02556465.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment. We don't have to verify since we just ended the call, but since it is a new call, um, all the information provided is a verification of benefits, not a guarantee of payment. And for this number, I just need you to verify um their first and last name and date of birth.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. Patient's name is um [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bills? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Date of service is [PII] in the amount of $4,728.
[AGENT][NEUTRAL] So, we don't have any claims on file for him yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yeah, so there's no claim on file for that one.
[CUSTOMER][POSITIVE] OK, I'll fax it over. Thank you so much, [PII], and have a great day.
[AGENT][POSITIVE] Thank you, you also, and thanks for calling ATL. Bye-bye.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] You're welcome bye bye.