AccountId: 011433970860
ContactId: 040df8c8-b378-481b-be43-990b75ce6bff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214080 ms
Total Talk Time (AGENT): 102248 ms
Total Talk Time (CUSTOMER): 94947 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/040df8c8-b378-481b-be43-990b75ce6bff_20250224T18:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling on a claim for a patient.
[AGENT][NEUTRAL] I can help with the claim, and [PII], what's that policy number today?
[CUSTOMER][NEUTRAL] Uh, that's gonna be 277-828-618.
[AGENT][NEUTRAL] OK. Um, is this your social security number or?
[CUSTOMER][NEUTRAL] Oh, you know, I'm so sorry. I have the policy number on the EOB here, um, it's 02584425.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] 25. Great, thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] My first name is [PII], last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Well I'm looking this up, if I could have a callback number please in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what date of service should we be looking for for [PII]?
[CUSTOMER][NEUTRAL] Um, let me look back here.
[CUSTOMER][NEUTRAL] It looks like it's for [PII] of this year.
[AGENT][NEUTRAL] OK, so it looks like in oral x-rays, uh, cleaning, bite wings, the oral examination. Does that sound right?
[CUSTOMER][NEUTRAL] Yes mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did you have a question about the claim? Have you already received the payment for it or?
[CUSTOMER][NEUTRAL] Um, I don't think we've received the payment for it. Um, I think the last time I checked, which I didn't, uh, it was on [PII], it said I had just processed but that I needed to call back to see because, um, we got like an EOB that says we were.
[CUSTOMER][NEUTRAL] Um, let me see some kind of like a certain remark, and we weren't sure if it was gonna get paid or not or if we had to resubmit. So, um, as far as I know, I'm not showing any payment. Can you like look that up to see if a check's been sent, mailed, or?
[AGENT][NEUTRAL] Yes, and now, now there is, there was a $50 deductible that was um taken for the, uh, there is a $50 an annual $50 deductible that was uh um taken out, um, but then there was a check for $303.80. That check number is 202-7001.
[AGENT][NEUTRAL] And it went to [PII].
[AGENT][NEUTRAL] Does that sound right?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, so that would have gone out in the mail on the [PII], uh, or, uh, possibly on the [PII]. Um, so I'm thinking that it's still in, in process to you, um, because it's, yeah, so that you will be getting a check for $303.80 and that is minus that uh $50 deductible that must be uh taken each year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That yeah.
[CUSTOMER][NEUTRAL] Oh, you deducted the $50 deductible from the amount, but then it was the remaining was that $30,380.
[AGENT][NEUTRAL] Yes, that's
[AGENT][NEUTRAL] That's correct, yes. Now, is this the only claim that we're looking for for [PII]? Is there anything else that we need to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I think that was the only one that we were I'm just thinking because I I think this might have been the first time that we've mailed something for him personally from our office, so I just was checking on that um just to follow up basically so um I will just let our treatment coordinators know that you the check has been mailed and that we're just waiting to receive that.
[AGENT][POSITIVE] OK, OK. Well, I mean, there's nothing else that I can help with, [PII] then thank you for contacting ATL. I hope you have a very good afternoon.
[CUSTOMER][NEUTRAL] Mhm