AccountId: 011433970860
ContactId: fd93f368-d1a4-48ec-ab2d-779a76e174fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224880 ms
Total Talk Time (AGENT): 80618 ms
Total Talk Time (CUSTOMER): 92509 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/fd93f368-d1a4-48ec-ab2d-779a76e174fe_20250217T20:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon, [PII]. My name is [PII]. I'm calling from Florida Hospital for claim um claim status.
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Did you say 60801?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so that's actually our, uh, payer ID, um, do you maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let me see if they have here.
[CUSTOMER][NEUTRAL] They don't have a social. Let's see if I have a copy of the insurance card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I don't have a copy of the insurance card.
[AGENT][NEUTRAL] OK, um, I could try searching just using their uh name if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and do you have uh [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, thank you. I do believe I found her, um, and this was for medical, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Alrighty, let me go ahead and give you this policy number so you've got it uh whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It is 02446024.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Um, [PII], bill amount $252.
[AGENT][POSITIVE] OK, got it, thank you one moment.
[AGENT][NEUTRAL] OK, I am not showing that we have received this claim, [PII].
[CUSTOMER][NEUTRAL] No. I'll go ahead and um update the ID number and resend it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm, OK, um, did you need any of our information? I have a mailing address fax number and uh of course you have the payer ID.
[CUSTOMER][NEUTRAL] Yeah, let me, um, I have an address. Let me, let me verify that I have the right one. It's [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] That's correct.
[AGENT][POSITIVE] Mhm. [PII]. That's correct.
[CUSTOMER][POSITIVE] OK, perfect. I'll go ahead and resubmit it. Thank you.
[AGENT][POSITIVE] Alright sounds good. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it. That's all.
[AGENT][POSITIVE] Alright, well thanks for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.