AccountId: 011433970860
ContactId: f4619312-9c6d-40e5-9a3a-7eec700f26d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165820 ms
Total Talk Time (AGENT): 49500 ms
Total Talk Time (CUSTOMER): 71908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/f4619312-9c6d-40e5-9a3a-7eec700f26d8_20250319T19:56_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from the provider. I just wanted to check status on the claim.
[AGENT][POSITIVE] OK, I can help you spell your name for me please.
[CUSTOMER][NEUTRAL] Yeah, that would be [PII]
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] 02560775. M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's a [PII] and it is [PII].
[AGENT][NEUTRAL] Thank you for that and we're checking a claim status for what date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, it is [PII], and it was declined for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And was it for a diagnostic test or like a surgical type procedure?
[CUSTOMER][NEUTRAL] This is an ambulatory surgery for the facility charges.
[AGENT][NEUTRAL] OK, I do not show the facility charges received? Let's see, give me a moment.
[CUSTOMER][NEUTRAL] You don't have it.
[AGENT][NEUTRAL] No, I don't show the facility charge.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and fax uh the claim. Uh, we do have a fax number that we usually use, which is [PII].
[AGENT][NEUTRAL] No, that's not our fax number.
[CUSTOMER][NEUTRAL] I mean that's, no, that's not, no, that's not the one. I'm so sorry. I, I'm giving you another one, but we have it on file. What is the number if you can have it to me. I'm just working so many times since the same time. What's the fax number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] Intention, yeah, that's what it is. Thank you, [PII]. I'll go ahead and first add one.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], anything else?
[CUSTOMER][POSITIVE] That will be that you've been so helpful. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye thanks.