AccountId: 011433970860
ContactId: 18e54c9f-1521-471c-be96-5158d7276870
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156600 ms
Total Talk Time (AGENT): 67188 ms
Total Talk Time (CUSTOMER): 69121 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/18e54c9f-1521-471c-be96-5158d7276870_20250602T20:12_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Hi, my name is [PII], and I am with an urgent care, um, provider's office trying to see if a patient has benefits um for urgent care services as a secondary insurance.
[AGENT][NEUTRAL] OK, I can certainly look that up. This is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] Uh, I can certainly look that up. What is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Oh, policy number, um, let's see, 02145801. I have a copy of their card and we, we have a different address, so I'm not sure that our claim even went through.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let's, let's look at that in the uh patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [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][NEUTRAL] OK, I do appreciate that. Thank you. So the policy went into effect on [PII], it is active for that, uh, outpatient benefits, uh, we will pay up to $5000 per calendar year. It's just a verification of the benefits I guaranteed payment. Now, uh, what date did he go into the, to the, uh, urgent care? Um, I'll see if we have that, uh, we have that claim.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, it doesn't look like we have that, uh, that, uh, claim. So do you know the address that you sent it to?
[CUSTOMER][NEUTRAL] I think Blue Cross crossed it over electronically, which I don't see a payer ID number on his card, but the payer ID that I have on here, the electronic is 98999.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] And is the address that it should go to the [PII]?
[AGENT][NEUTRAL] That is correct. That is our address. We also have an online service center at [PII]. You can submit it there as well and track it.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, there's nothing I can help with. Thank you for contacting ATL. Have a great day.