AccountId: 011433970860
ContactId: 17ffec3d-f73c-4e98-9cd7-f8550e6293e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423690 ms
Total Talk Time (AGENT): 273013 ms
Total Talk Time (CUSTOMER): 166909 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/17ffec3d-f73c-4e98-9cd7-f8550e6293e7_20250219T18:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, yes, um, I had had a service done in September of last year, and at the time I did it, I gave my main insurance, my Florida Blue, and then I also gave my gap insurance. My, I received a letter from a debt collector telling me that only the Florida Blue portion was paid and now I was sent to collections for the balance, but I want to know why it wasn't covered by the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yikes, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let's verify first that we did in fact receive that claim and we can go from there um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, I do. Which one is it?
[AGENT][NEUTRAL] Um, are you looking at your card? OK, yeah, um, either one.
[CUSTOMER][NEUTRAL] I have the card.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Um, so either in hospital or outpatient, either one of those numbers will work.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. 01749478 M L like Larry 8.
[AGENT][NEUTRAL] OK, got it, thank you, and I'm just gonna verify some information really quick, [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. uh, looks like it is a Yahoo account.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Uh, can you verify the email address that we have on file for you?
[CUSTOMER][NEUTRAL] OK, I don't know if you have mine or you have my company so I don't know.
[AGENT][NEUTRAL] Um, it's a Yahoo account.
[CUSTOMER][NEUTRAL] I have a
[CUSTOMER][NEUTRAL] That's me, yeah, it's [PII].
[AGENT][NEUTRAL] That's it. OK, thank you. All right, I appreciate you verifying all that. OK, and I know you said that this, uh, procedure was in September. Do you happen to have that exact date for when that was?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, that's telling me [PII]. I had an injury last year. I had a bad fall and I did have an uh an uh an MRI, but it was at the end of August. But when I called, um, the bill company, they, I guess it shows, I mean, because of the [PII] was, um, a Saturday, so I'm, I'm assuming they're building the first business day which is after the [PII] weekend, so they're saying [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so [PII], but the actual date of service was [PII], is that what you said?
[CUSTOMER][NEUTRAL] Yeah, I had an MRI done, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that is the bill in question correct?
[CUSTOMER][NEUTRAL] I'm assuming because it's vital imaging and that's the only thing I had done at vital imaging, yes.
[AGENT][NEUTRAL] OK, so you, we only have a few claims on file for you, [PII]. I don't have anything from [PII]. Um, I have one for, oh my goodness, that's back in never mind oh that's [PII] we're way back hold on.
[AGENT][NEUTRAL] Let's see, OK, so for [PII] I've got a claim from uh [PII] and then it shoots up to [PII] so it doesn't look like they've ever filed that claim with us so you can absolutely file that claim if it's been sent to collections it's probably too late to have them do it for you um so you can still file that claim um have you ever created an account on our website before?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I haven't.
[AGENT][NEUTRAL] OK, um, do you have access to a uh desktop or a laptop computer?
[CUSTOMER][NEUTRAL] Yeah mhm.
[AGENT][NEUTRAL] OK perfect um so I can give you that web address you'll just uh set up an account using that um information we just verified filing claims through our website is just gonna be the quickest and easiest way to get claim information to us um so once you create an account there'll be a spot on the main page where you can upload claim information and whenever you're ready I'll let you know exactly what information we need for those claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Are you ready? OK, so it would be the itemized statement.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That shows
[CUSTOMER][NEUTRAL] I don't have that. All I have is that uh all I have is a bill from the, this, um, uh, with accounts receivable management company.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure you can get that from the provider's office that you went to for treatment.
[CUSTOMER][NEGATIVE] OK, they don't speak a word of English, so that doesn't do me any good, OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Yeah, they spoke no English, even the person that performed my test spoke no English.
[AGENT][NEUTRAL] 00, there's gotta be something. Um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do they have any way you can email them maybe?
[CUSTOMER][NEUTRAL] I have no idea. I'm gonna have to see. I mean, I'll have to try and call over there and see, but the last, I mean, the, the woman that performed my test didn't speak English and nor did the person in the office, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh man, um, let's see well I'm trying to think because we do need that information for sure, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm trying to think.
[CUSTOMER][NEUTRAL] Can you not get it from [PII] Blue?
[CUSTOMER][NEUTRAL] Because for the Bluepoint pay that portion.
[AGENT][NEUTRAL] Uh, you know, I don't think so. We do need, so that is one of the things we definitely need but one of the things we definitely need is going to be um the explanation of benefits from your primary so essentially showing what they paid. The problem is we need the itemized statement that shows um diagnosis and procedure codes and so I'm not sure.
[CUSTOMER][NEUTRAL] And then they told me this is a balance.
[AGENT][POSITIVE] If they would have if uh Florida Blue would have that information I mean we could give it a shot absolutely.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I would still try to reach out to the provider you went to just to see if there's any way because they would have all of that information and they could send that to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But then once, once you have that you could simply upload it through the online portal, um, and then it once we have it, it can take about 7 to 10 business days for claim information to process. It doesn't always take that long but that's probably just, you know, safe bet um you can keep an eye on the status through the website or of course you're more than welcome to give us a call and we'll check on it for you. So if you're the one who's filing the claim, we would simply simply send that payment to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um so you've got a couple of different options with that as well you can set up a direct deposit so we can put that money directly into a bank account um or if you don't then we would simply mail you a paper check.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And where do I go to, uh, is this what website do I go to set up the account on?
[AGENT][NEUTRAL] Just let me know when you're ready I'll give that to you.
[CUSTOMER][POSITIVE] OK, I'm ready, go ahead.
[AGENT][NEUTRAL] OK, so it's the word secured [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's a public the word [PII], so secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, let me see if I can get the documents and then I'll go on to there and go ahead and take care of it then.
[AGENT][POSITIVE] OK, if you need any, sure if you need any further assistance or have any other questions feel free to give us a call back OK?
[CUSTOMER][POSITIVE] OK perfect all right thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for giving us a call. I hope you have a great rest of your day, of course.
[CUSTOMER][POSITIVE] Thanks for your help. You too thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.