AccountId: 011433970860
ContactId: eb183af4-ba4d-41a0-be08-e66c2d2c1265
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137949 ms
Total Talk Time (AGENT): 54038 ms
Total Talk Time (CUSTOMER): 37734 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/eb183af4-ba4d-41a0-be08-e66c2d2c1265_20250522T12:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to see if a claim has been received.
[AGENT][POSITIVE] Great, [PII]. Happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Sure. It is 02610253.
[AGENT][POSITIVE] All right, thank you for that. Let me pull it up here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build out.
[CUSTOMER][NEUTRAL] $633 even.
[AGENT][NEUTRAL] OK, let me take a look here.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, [PII], thank you for your patience on that. Uh, so it looks like we did receive a claim. It was received on [PII]. It was denied on [PII]. Uh, it looks like we need a detailed explanation of benefits from the member's primary.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK perfect um and what is that claim number?
[AGENT][NEUTRAL] 360.
[AGENT][NEUTRAL] 2781.
[CUSTOMER][NEUTRAL] Alright, I'll get that sent out right away with the primary EOB.
[AGENT][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] Alright, thank you [PII]. Is there a call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely [PII] you can use my name and then today's date for a call reference.
[CUSTOMER][POSITIVE] Alright perfect thank you so much have a great Thursday.
[AGENT][NEUTRAL] You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.