AccountId: 011433970860
ContactId: ff389323-366c-43f4-aaba-22fb1b510edb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218619 ms
Total Talk Time (AGENT): 96231 ms
Total Talk Time (CUSTOMER): 77650 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ff389323-366c-43f4-aaba-22fb1b510edb_20250306T19:57_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This speaking. May I help you?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Hi, I'm calling for a claim status on a patient.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And may I ask who's calling?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I'm showing hold on let me go back to the front of this card.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] I'm showing policy number is.
[CUSTOMER][NEUTRAL] In hospital outpatient. 0254.
[CUSTOMER][NEUTRAL] 3184.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] MLA.
[AGENT][POSITIVE] Thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and excuse me, I'm sorry, verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I'm showing [PII].
[CUSTOMER][NEUTRAL] Date of birth I'm showing for the patient is [PII].
[AGENT][POSITIVE] OK, thank you so much, Ms. [PII]. You say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was that date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] It's data services [PII].
[CUSTOMER][NEUTRAL] And the bills amount on the claim I'm showing was $36,385. Patient responsibility was $1000.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1000. OK, thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] Oh, see, and while I'm looking up claim information, just to let you know we do have an online service center where providers can check claim status as well as pronounce the EOB and that site is at [PII].
[AGENT][NEGATIVE] No, that's not right, sorry.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] OK, I'm showing on this claim, it appears we paid $1000. Um, this was on [PII], so a check was just mailed out on the [PII].
[CUSTOMER][NEUTRAL] Is there a claim number?
[AGENT][NEUTRAL] Yes, ma'am. 3569852.
[CUSTOMER][NEUTRAL] And you said it paid on when it I'm sorry.
[AGENT][NEUTRAL] [PII], um, so this Monday, and so the check was mailed out the next day on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have a reference number for today?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, quick question, is there a check number?
[AGENT][NEUTRAL] Yes, ma'am. Uh, the check number is 203053-3.
[CUSTOMER][NEUTRAL] OK and your name again for me? I'm sorry.
[AGENT][NEUTRAL] Uh, it's [PII]. And is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that's it. Thank you so much, OK. I'm [PII]. You have a great day.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] You too, Ms. [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Bye