AccountId: 011433970860
ContactId: eff0ee7c-0ccc-47a2-944c-90a2ac478e93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224199 ms
Total Talk Time (AGENT): 59680 ms
Total Talk Time (CUSTOMER): 92643 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/eff0ee7c-0ccc-47a2-944c-90a2ac478e93_20250129T16:24_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, my last name [PII] [PII] [PII], and today I'm looking for a claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status and your future.
[CUSTOMER][NEGATIVE] Actually your voice is a little bit slow.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yes, go ahead.
[AGENT][NEUTRAL] May I have your first name, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And the policy number is uh.
[CUSTOMER][NEUTRAL] Yes, it's 244-027-3.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information. And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] And the date of service is [PII] for amount $217 even.
[AGENT][NEUTRAL] OK, and so the claim was denied because the position's charges are not covered under the policy.
[CUSTOMER][NEUTRAL] Uh, uh, pardon, uh, can you repeat it once again?
[AGENT][NEUTRAL] Claim was denied because the position position's charges are not covered under the policy.
[CUSTOMER][NEUTRAL] Where the claim is
[CUSTOMER][NEUTRAL] Physician charges are not covered under the policy, correct?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK. And can you send this to you via fax?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] OK. Attention is D Delta Echo Echo.
[AGENT][POSITIVE] Sorry, you should receive that by the close of business today. Was there anything else I can assist with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, yes, uh, last thing, uh, can you, can I have the claim number?
[AGENT][NEUTRAL] Claim number is 3541206.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the denial date?
[AGENT][NEUTRAL] Play with the night um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And also, can I have the member plan name?
[AGENT][NEUTRAL] Um, meddling yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. And last, can you spell out your name?
[AGENT][NEUTRAL] I'm sorry, repeat that for me?
[CUSTOMER][NEUTRAL] Uh, can you spell out your name?
[AGENT][NEUTRAL] Oh, my name is [PII]. Is there anything else I can assist you today?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK [PII] and
[CUSTOMER][NEUTRAL] No, that's it. Thank you for the information. I'll ask, uh, can I have the call reference number?
[AGENT][NEUTRAL] References with my name in today's statement.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day.
[AGENT][POSITIVE] Thank you for calling ATL.