AccountId: 011433970860
ContactId: 1fe8766d-8f2b-4fa7-b8bd-44f3a4744670
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205940 ms
Total Talk Time (AGENT): 92579 ms
Total Talk Time (CUSTOMER): 76918 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/2025/06/19/1fe8766d-8f2b-4fa7-b8bd-44f3a4744670_20250619T12:47_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is, this is [PII] from Pros office calling for claim status.
[AGENT][NEUTRAL] I can deal with the claim status, [PII]. What is that policy number, please?
[CUSTOMER][NEUTRAL] Policy number is 023.
[CUSTOMER][NEUTRAL] 42701, M for Mike, L for Lima, number 8.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah. It's [PII].
[CUSTOMER][NEUTRAL] [PII] is a direct line. Could you spell your name, please?
[AGENT][NEUTRAL] Yes, it's [PII] and what date of service, [PII], are we looking for for transfer?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII] for total bill amount $300.
[AGENT][NEUTRAL] OK, thank you. Your claim number is 361.
[AGENT][NEUTRAL] 2724.
[CUSTOMER][NEUTRAL] OK, OK, one second, one second, OK. Uh, one second, [PII], once again. Uh, what is the claim number?
[AGENT][POSITIVE] Yes, of course.
[AGENT][NEUTRAL] The claim number is 361.
[AGENT][NEUTRAL] 27
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 24
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received your claim.
[CUSTOMER][NEUTRAL] 34.
[AGENT][NEUTRAL] 34 excuse me, it's 2436.
[AGENT][NEUTRAL] 1
[AGENT][NEUTRAL] 2724.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received your claim on the
[CUSTOMER][NEUTRAL] 24, right?
[AGENT][POSITIVE] That's 24, that's right.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] We received your claim on the [PII] and we processed it on the [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy doesn't cover office visits.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] So you don't call office visit?
[AGENT][NEUTRAL] And no, we don't, we don't cover office visits, so the claim was denied because there's no benefit.
[AGENT][NEUTRAL] With this policy for an officer.
[CUSTOMER][NEUTRAL] OK, got you. So the dinner is for this, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] So office visits are not go under the patient plan?
[AGENT][POSITIVE] That's right. That's correct.
[CUSTOMER][NEUTRAL] Uh, could you provide me the patient plan name?
[AGENT][NEUTRAL] It is ATL, A as in apple, P as in Papa, L as in Lima.
[AGENT][NEUTRAL] And it's a gap or or secondary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] APL
[AGENT][POSITIVE] That's right, yes.
[CUSTOMER][NEUTRAL] That's the plan name.
[AGENT][NEUTRAL] That is the plan.
[CUSTOMER][POSITIVE] OK, got you. Thank you for this information and
[CUSTOMER][NEUTRAL] Uh, 36. So the claim number is 3612724, right?
[AGENT][POSITIVE] That is right.
[CUSTOMER][POSITIVE] OK. Thank you so much. And call reference number will be?
[AGENT][NEUTRAL] My name, which is [PII], that's [PII] The first, the first letter of my last name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As in [PII],
[CUSTOMER][NEUTRAL] Hm?
[AGENT][NEUTRAL] We use that today's date as our reference. Is there anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] And today's date?
[CUSTOMER][POSITIVE] Uh, no, that's it for. Thank you so much. Bye-bye.
[AGENT][POSITIVE] OK, thanks for contacting ATS.