AccountId: 011433970860
ContactId: 25ec0219-d785-44c9-a0a0-7e4f6ba09c48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227759 ms
Total Talk Time (AGENT): 133086 ms
Total Talk Time (CUSTOMER): 70249 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/25ec0219-d785-44c9-a0a0-7e4f6ba09c48_20250604T12:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Beacon Surgery Center. I'm hoping that you can help me as we received a zero pay on a patient's secondary claim, and I'm hoping to, uh, see if you received my fax with the patient's primary EOB.
[AGENT][NEUTRAL] Yes, I can certainly look that up. What is the policy number, please?
[CUSTOMER][NEUTRAL] OK, uh, patient's policy number is 02453170.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my direct line is [PII].
[AGENT][NEUTRAL] OK, thank you very much. And what date of service are we looking for for Jordan?
[CUSTOMER][NEUTRAL] Data services [PII].
[AGENT][NEUTRAL] OK. Thank you very much. And what is the uh bill amount of the um of the charge?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Total bill amount is $38,937.25.
[AGENT][POSITIVE] I appreciate that.
[AGENT][NEUTRAL] Well, sure, your policy, or excuse me, your new claim number is 360.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 5191. So that is 3605191. Now, the policy pays up to $1500 per calendar year for outpatient services.
[AGENT][NEUTRAL] And that was processed.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That check number
[AGENT][NEUTRAL] 4 $1500.
[AGENT][NEUTRAL] It's 204.
[AGENT][NEUTRAL] 6333. So we did receive uh an additional EOB um that was paid uh the um.
[AGENT][NEUTRAL] Maximum amount that these policies will pay out for outpatient services is $1500.
[AGENT][NEUTRAL] That went to [PII].
[AGENT][NEUTRAL] Zip code [PII] as I mentioned before, it went out on the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, now that was a Friday, so it didn't even go out in the mail until the [PII].
[CUSTOMER][NEUTRAL] Till Monday.
[AGENT][NEUTRAL] Yeah, so the [PII] or [PII] actually would have been the [PII] because of course we had the holiday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, cause of the holiday.
[AGENT][NEUTRAL] Yeah, so it's on its way to you. It's um it's just that, uh, you know, it's gonna take a bit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] That's OK, yeah, no, we just got the zero pay EOB from apparently the first claim that went out from our electronic system, and I noticed there was no EOB with that so I figured I'd fax one over and wanted to make sure that it was received.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] Yes, it certainly has been received and and paid and um if there's any other thing else that we can help with, uh, just let us know. Now do we have any other claims that we need to, uh, that we need to address that we need to look at?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, ma'am, not for this facility.
[AGENT][POSITIVE] OK, OK, well, there's nothing else I can help with, [PII]. Thank you very much for contacting ATL. That check is in the mail too. You should be getting it any time. Um, otherwise, uh, thank you for calling us and I hope you have a very good morning.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh, you too, but before we go