AccountId: 011433970860
ContactId: 16bc1707-7c60-4162-a506-905aed722cda
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220520 ms
Total Talk Time (AGENT): 135213 ms
Total Talk Time (CUSTOMER): 44024 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/16bc1707-7c60-4162-a506-905aed722cda_20250616T18:25_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm sorry. Did you say your name was [PII]?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling regarding uh
[AGENT][NEUTRAL] And with whom am I
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[AGENT][POSITIVE] That's right. Thank you. How can I help you?
[CUSTOMER][NEUTRAL] Um, I was trying to see if I can get help with clean status.
[AGENT][NEUTRAL] OK. And what is your policy number, [PII]?
[CUSTOMER][NEUTRAL] I'm actually calling from a provider's office.
[AGENT][NEUTRAL] OK, and, and what is the, the policy number that we need to look at?
[CUSTOMER][NEUTRAL] It's 02406108.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] Policy
[AGENT][NEUTRAL] Went into effect on [PII].
[AGENT][NEUTRAL] But it left
[AGENT][NEUTRAL] As of [PII].
[AGENT][NEUTRAL] So it was in effect from [PII], but it lasts uh uh [PII], and [PII], I don't show that he has another policy with us.
[CUSTOMER][NEUTRAL] OK, the date of service was for [PII].
[AGENT][NEUTRAL] [PII]? OK, great. We will go ahead and look that up.
[AGENT][NEUTRAL] And what is the bill amount please for this individual?
[CUSTOMER][NEUTRAL] It's $47,245.58.
[AGENT][NEUTRAL] Great. OK. Your claim number on this, this is a hospital bill, like, uh, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's 360.
[AGENT][NEUTRAL] 7712. So that's 3607712. And I apologize, I'm having trouble hearing you. Um, so let me know if you didn't catch that and it looks like we received your claim.
[AGENT][NEUTRAL] On the [PII] and we processed it on the [PII]. Now, this policy has a benefit of $250.
[AGENT][NEUTRAL] So, uh, check for $250 was submit was sent out, and that check number, this is a single paper check.
[AGENT][NEUTRAL] And that check number
[AGENT][NEUTRAL] It's 204-736-4.
[AGENT][NEUTRAL] This went to Texas Health Surgery Center.
[AGENT][NEUTRAL] And it looks like it went out on [PII], which means that it probably went out on the um
[AGENT][NEUTRAL] On July next year I'm sorry, [PII], yeah, so it probably went out on [PII] is when it probably actually went out in in in the mail. So it's on its way to you.
[CUSTOMER][NEUTRAL] You said
[CUSTOMER][NEUTRAL] OK, so you said for $250?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] That's right, that the uh maximum benefit on this policy for hospital services such as this is $250. And so that was, uh, paid out.
[AGENT][NEUTRAL] And um it was uh it is being sent to you.
[CUSTOMER][NEUTRAL] OK, do you provide call reference numbers?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it's my name which is [PII] in today's date. Now, is there any other claim that we can look up any other date of service or anything else I can help with?
[CUSTOMER][POSITIVE] No, ma'am. This is it. Thank you so much.
[AGENT][POSITIVE] OK, thanks for contacting ATO.