AccountId: 011433970860
ContactId: ff99472b-ad4d-451c-84cd-e506ddf44049
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160830 ms
Total Talk Time (AGENT): 37301 ms
Total Talk Time (CUSTOMER): 71870 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/ff99472b-ad4d-451c-84cd-e506ddf44049_20250428T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. How are you? My name is [PII] The last initial is [PII], calling from provider office. I just want to know the claim status.
[AGENT][NEUTRAL] Hey, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure. The policy number of the patient, it is 02272912.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's first name is [PII], last name is [PII], and the date of birth.
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] Mm, the date of service is
[CUSTOMER][NEUTRAL] Uh, actually, it is showing the date range which is start from [PII] and [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] That is $7,216.73.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, it looks like that was processed on 93-2024.
[AGENT][NEUTRAL] Uh, received 93 2024, process 94 2024. It was denied as the policy terminated 7-1-2024.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, 71 2024 got and.
[CUSTOMER][NEUTRAL] Uh, could you just give me the call number?
[AGENT][NEUTRAL] Call reference number is my name, [PII], first initial to last name, [PII]. Today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much [PII], for your help. Have a good day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.