AccountId: 011433970860
ContactId: f5b571dd-53aa-4610-bc99-b01d36782a47
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302750 ms
Total Talk Time (AGENT): 85969 ms
Total Talk Time (CUSTOMER): 98899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/f5b571dd-53aa-4610-bc99-b01d36782a47_20250107T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] [PII], this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] and my last name is [PII], and I want to know the status of claim.
[AGENT][NEUTRAL] All right, I'm happy to check on the status of a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Patient's policy number is
[CUSTOMER][NEUTRAL] 023 00709 M as in Mike L as in Lima number 7.
[AGENT][POSITIVE] Thank you and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII]. It is a direct line.
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes. Patient's first name is [PII] and last name is
[CUSTOMER][NEUTRAL] [PII] and
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service?
[CUSTOMER][NEUTRAL] Data services
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] The amount is
[CUSTOMER][NEUTRAL] $2100 even.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim. Uh, the claim was received on [PII], or excuse me, one moment.
[AGENT][NEUTRAL] A claim was received [PII].
[AGENT][NEUTRAL] The claim was denied. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] And we again submitted.
[CUSTOMER][NEUTRAL] What, what do you need? Accident benefit.
[AGENT][NEUTRAL] We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Yes, and we, we submitted this claim on [PII] with primary EOB.
[AGENT][NEUTRAL] Mm, I don't show any other claims submitted with a primary EOB. I would just need to resubmitted. Would you like to verify the fax number and mailing address?
[CUSTOMER][NEUTRAL] Yes, give me one minute.
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] P.
[CUSTOMER][NEUTRAL] Yes, the mail address is [PII].
[CUSTOMER][NEUTRAL] Ok [PII] [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] Yes, yes. That is correct.
[CUSTOMER][NEUTRAL] And the fax number is [PII].
[AGENT][NEUTRAL] No, that's incorrect. The correct fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. Please provide me the conference number for this one.
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that's spelled [PII] The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you, thank you for assisting me. Have a nice day.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye bye.