AccountId: 011433970860
ContactId: 08ebf199-2e77-40bb-9c18-578336e85235
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 422339 ms
Total Talk Time (AGENT): 221285 ms
Total Talk Time (CUSTOMER): 85564 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/08ebf199-2e77-40bb-9c18-578336e85235_20250616T19:47_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, [PII], my name is [PII]. I'm calling from Allergy Partner, and I need to confirm if y'all have received any claims on a patient.
[AGENT][NEUTRAL] Yes, I can certainly would explain that.
[AGENT][NEUTRAL] What is that policy number
[CUSTOMER][NEUTRAL] Um, it is really hard to hear you. I don't know if you've got me on a speaker phone or.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] No, yeah, no, I'm having trouble with my phone. I'm sorry. I'm, I'm kind of, I'm having a hard time hearing you too. Um, I don't know what it is. I've got a new phone. Um, what is the policy number that we're looking at today, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 02140634.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] uh.
[CUSTOMER][NEUTRAL] I'm not sure how you say his last name, it's [PII]
[AGENT][NEUTRAL] OK, thank you. And is there a callback number that I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you very much. Um, it does look like I have, uh, some claims for him. What is the date of service that we need to look for for them?
[CUSTOMER][NEUTRAL] Um, I've got a few dates of services. Uh, the first one is [PII].
[AGENT][NEUTRAL] OK, and the build out, please?
[CUSTOMER][NEUTRAL] It's $52.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Your claim number on this is 35 I'm sorry, 35005.
[AGENT][NEUTRAL] 576.
[AGENT][NEUTRAL] Now it does look like we have your claim, um, it looks like that would have gone out. uh, it looks like we would have received that. I'm just checking here, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So he has a lot of, a lot of cleans uh.
[AGENT][NEUTRAL] I'm just checking
[AGENT][NEUTRAL] OK, looks like we received your claim on [PII].
[AGENT][NEUTRAL] 2024.
[AGENT][NEUTRAL] And we processed it on um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], excuse me, [PII]. Now, [PII], this policy has a $500 deductible that must be met prior to any benefits being paid out.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So all of the benefits, all of the, uh, um, the deductible co-payment of phone insurance, it would normally have gone to you, uh, went to this policy's deductible that has to be met first, um, before, uh, we pay out anything.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And that is what happened.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Now is there anything else that, uh, any other policies or receive any other dates of service that I could look for we can see if that's happened to any.
[CUSTOMER][NEUTRAL] Um, I do
[CUSTOMER][NEUTRAL] Um, I do. I've got 4 other dates of services that I just need to make sure that y'all received. I'm sure they processed the same way, but, um, that next date of service is [PII].
[AGENT][NEUTRAL] Is there a particular building around?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Um, $52.
[AGENT][NEUTRAL] OK, the claim number on this is 35.
[AGENT][NEUTRAL] 06
[AGENT][NEUTRAL] 380.
[AGENT][NEUTRAL] And we uh.
[AGENT][NEUTRAL] There was a payment on it. It went to the deductible. Uh, the payment on this also went to the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and when was it processed?
[AGENT][NEUTRAL] So let me just check here.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] We received it on the on [PII]. We processed it on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that next date of service is [PII]?
[CUSTOMER][NEUTRAL] Built amount is 52 also.
[AGENT][NEUTRAL] And the bill
[AGENT][NEUTRAL] $52. OK, your claim number is 351-837-0351837-0. We received that claim.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] in here.
[AGENT][NEUTRAL] We received your claim on [PII].
[AGENT][NEUTRAL] 2024.
[AGENT][NEUTRAL] We processed it on [PII] and the uh claim amount for the uh the benefit amount went towards the deductible.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then I've got data service 1024.
[CUSTOMER][NEUTRAL] 24 and that was 52 as well.
[AGENT][NEUTRAL] Your claim number on this one is 352-9160.
[AGENT][NEUTRAL] And that's uh let's see we have here.
[AGENT][NEUTRAL] We received your claim on the [PII]. We processed it on the [PII]. And again, the problem, the um the bill amount went towards the uh towards the deductible.
[CUSTOMER][NEUTRAL] OK, and then that last day of service of 12-19 24?
[CUSTOMER][NEUTRAL] And the build amount of 52.
[AGENT][NEUTRAL] Uh, the claim number on this is 354.
[AGENT][NEUTRAL] 9655.
[AGENT][NEUTRAL] Uh, we received that claim on the [PII]. We processed it on the [PII], and again, uh, the deductible.
[AGENT][NEUTRAL] Needed benefits for the benefit for the.
[CUSTOMER][NEUTRAL] OK, um, I just need to get a reference number for this call.
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is K as in kite. We'll use that today's date as our reference. Is there anything else at all that I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well, thank you very much for contacting ATL.