AccountId: 011433970860
ContactId: 220d782c-1080-442a-a506-f4f86e6d266a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299119 ms
Total Talk Time (AGENT): 208110 ms
Total Talk Time (CUSTOMER): 70936 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/220d782c-1080-442a-a506-f4f86e6d266a_20250320T15:05_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm calling from Aiken Augusta Oral and Facial Surgery. Um, I got a question about a claim that we submitted for a patient.
[AGENT][NEUTRAL] Yes, I can certainly look up a claim and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], thank you. What's the policy number we're looking at today?
[CUSTOMER][NEUTRAL] Um, it is um 0244.
[CUSTOMER][NEUTRAL] 0818.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, it's [PII] and it's [PII].
[AGENT][POSITIVE] I appreciate that thank you and is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Thank you so much. And uh what is that data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I received the EOB and it said duplicate but this is the first one I've received.
[AGENT][NEUTRAL] Mm, OK. Let's see what else we've got here. It does look like there was another one that was sent out, so let's just see uh what's going on with it.
[AGENT][NEUTRAL] OK, so there was uh another claim for the same date of service, same uh date, I mean, same procedure. So let me just check here and see what, and I'm wondering if you got this claim, so we need to look at that. So this is Aiken uh Augusta oral and facial um uh procedure code 00140. We sent a check for $90.40. So let's see where that went.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Because that
[AGENT][NEUTRAL] Is what this is the reason they put it down as being.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I didn't even see that hm.
[AGENT][NEUTRAL] Well, let's see. I think I may have the answer here, so.
[AGENT][NEUTRAL] On [PII], we sent out that check for $90.40. It went to [PII]. Does that sound right? Zip code [PII]?
[CUSTOMER][NEUTRAL] Yeah, that's order 150 crate Myrtle.
[AGENT][NEUTRAL] OK, so it is still open. In other words, it's, it hasn't been cashed yet. So what I would like to do is I'm, I'm going to um void this check and we just need to send another one,
[AGENT][POSITIVE] That way, you know, that's, that's uh really the best thing that we can do at this point is just, is just send another one.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yeah, we didn't received it, but it ain't no telling with the mail.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Oh yeah, yes, yes, so, well, at, at any rate, it will be, um, it will be uh voided out and new one issued. I just want to make sure that that is the correct address. So if, if it is indeed the correct address, then I will go ahead and and send this out today. Now, normally, um, uh, it takes us a day, sometimes a day and a half to um.
[AGENT][NEGATIVE] To, uh, void this one out, uh, and, uh, then send out another one, but, uh, it should not be that long. Uh, and I will just send it back out to that address at [PII], um, and, uh, if you don't receive it, and as you say with the, with the mail, um, but if you will give it about, uh, about 2 weeks to get to you, please. It just seems like it, it takes about that long once we've mailed it out. So I, I should be able to have this done by today or tomorrow.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, and um yeah our address.
[AGENT][NEUTRAL] And if you, you know, and I'll send it back out.
[CUSTOMER][NEUTRAL] Our address is the [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Like the plant, right? Like the, like the plant.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, that's where it went to, so I'm not really sure what um what happened, but it, it doesn't, you know, at this point what we're gonna do is we're just gonna go ahead and reissue it. I think that would be our best bet. Um, so let me go ahead and do that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And uh is there anything else now, are there any more um uh claims or or uh uh checks that that uh we aren't getting to you, that you know, somehow the other didn't make it to you? Is this the only one we need to look at or?
[CUSTOMER][NEUTRAL] No ma'am, that's it, yeah, yes ma'am, if you just give me a reference number that'll be good. I'll put an account on her, uh, I'll put a note on her account that way I can look out for it.
[AGENT][NEUTRAL] OK, yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference, um, and, uh, we also make a note of these things so that we can make sure that, uh, you know, that we keep on top of it. So, uh, if you do call back, uh, I will have this as a reference, so you shouldn't have a problem with that. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So I will get this taken care of.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. You have a very.