AccountId: 011433970860
ContactId: 068c39f7-2ca4-4c45-87ca-f7358703c166
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152919 ms
Total Talk Time (AGENT): 57123 ms
Total Talk Time (CUSTOMER): 63839 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/068c39f7-2ca4-4c45-87ca-f7358703c166_20250401T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Doctor [PII]'s office with cardiology.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Hi, I'm calling um regarding a claim please.
[AGENT][POSITIVE] All right, I'm happy to check on a claim today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Sure it's
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] OK, that's actually our payer ID. Do you have their name or social? We can check by that.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Um, oh, sorry, I have outpatient benefits certification number. Would that be it?
[AGENT][NEUTRAL] Yes, yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] 002575225 ML 8.
[AGENT][NEUTRAL] All right, thank you. And then if I could get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. So the patient is active. Uh, what is the date of service that we're looking for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and the build amount.
[CUSTOMER][NEUTRAL] Uh, 280.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] I think now I'm reading a little bit into I don't think it's been sent the billing department is asking me to find out if we are participating or not participating with this plan.
[AGENT][NEUTRAL] So participation like there's no network required for usage. We're the secondary insurance, so this will pick up any deductible, co-pay or co-insurance a primary does not.
[CUSTOMER][NEUTRAL] OK, so I'm gonna put as participation that doesn't pertain to this plan. Alright, very good. So I think I'm gonna update that insurance too because they're not gonna, you're not gonna find it, the ID. OK, very good, thank you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.