AccountId: 011433970860
ContactId: f0f701aa-6e4c-4f0c-aecb-38c8a761e86d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216509 ms
Total Talk Time (AGENT): 94435 ms
Total Talk Time (CUSTOMER): 43930 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/f0f701aa-6e4c-4f0c-aecb-38c8a761e86d_20250213T20:53_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Checking claim status please and I'm sorry I didn't hear your name.
[AGENT][NEUTRAL] Sure. Uh my name is [PII] last initial [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and my number is [PII].
[AGENT][NEUTRAL] I'm sorry, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right, and may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02505608
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Wan[PII] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] the total charge of $15,0038 993 cents.
[AGENT][NEUTRAL] OK, right, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] of 24. OK, let me pull this EOB one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm still waiting on the EOB to pull up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Kind of figured as much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It takes a little bit. All right.
[AGENT][NEUTRAL] It looks like we processed the claim on [PII] and we send a benefit amount of $50. That is the maximum benefit for an ER visit under this policy.
[CUSTOMER][NEUTRAL] Is this a limited benefit policy?
[AGENT][NEUTRAL] It is, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What date did you received the claim?
[AGENT][NEUTRAL] OK, let me get that for you.
[AGENT][NEUTRAL] Received on [PII].
[CUSTOMER][NEUTRAL] And claim number?
[AGENT][NEUTRAL] Claim number is 3551039.
[CUSTOMER][NEUTRAL] And how about a call reference number then?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will. Do you need spelling of my name or any other information?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, ma'am. I'm good. Thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. Have a good afternoon, Miss [PII].
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you, bye bye.