AccountId: 011433970860
ContactId: ef0187fb-e48d-41e3-ac92-c6f82fd1871f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201449 ms
Total Talk Time (AGENT): 96443 ms
Total Talk Time (CUSTOMER): 90108 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/ef0187fb-e48d-41e3-ac92-c6f82fd1871f_20250312T14:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from um Internal Medicine Associates of Greenville, and I needed to see if I could get claim status please.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] It is 02341054.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Awesome, OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] OK and then did you have that bill amount?
[CUSTOMER][NEUTRAL] The build amount.
[CUSTOMER][NEUTRAL] Was $238.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, well, I did just look, so the policy that you gave me, uh, it actually terminated [PII]. I did check to see if they had another one that was active at that time. Uh, they did not. This was the last one they had with us. Did you still want me to check to see if we received that claim?
[CUSTOMER][NEUTRAL] Um, so they weren't eligible as of [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me
[AGENT][NEUTRAL] Well, I do see it. We did receive it so if you need that information I can give it to you if you needed like the EOB.
[CUSTOMER][NEUTRAL] Hey this is um.
[CUSTOMER][NEUTRAL] Um, I do, um, would you, could you fax it to us? OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alrighty, I will get that sent to you. Uh, should get it within 1015 minutes. Um, I will say, uh, regardless of the time that, um, they were active, uh, this would not have been covered as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, was there anything else I can help you with? Yes.
[CUSTOMER][NEUTRAL] And what was your name? Yeah, what was your name again?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um do you have a reference number?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial [PII]'s date, uh, so my last initial is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 312. I had to think about what day it was.
[AGENT][POSITIVE] I know it is going by so fast.
[CUSTOMER][NEUTRAL] It has.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, nope, that's it thank you so much.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] there
[CUSTOMER][NEUTRAL] You too hon.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.