AccountId: 011433970860
ContactId: 30da7362-9aa5-4a71-bb3f-1ebfeecf3025
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292850 ms
Total Talk Time (AGENT): 131700 ms
Total Talk Time (CUSTOMER): 59439 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/30da7362-9aa5-4a71-bb3f-1ebfeecf3025_20250620T12:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from the claims department for one of our hospitals that we have in Georgia, East Georgia Regional Medical Center, checking the status on a medical claim to see if at least it was received.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], so you're just wanting to verify if a claim was received and it said check status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And [PII], what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Yeah, the number I'm calling from now which is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 02610253
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Is [PII] in is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you said you were calling on behalf of East Georgia Regional, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And again any information provided will be a verification of benefits and not a guarantee of payment. What is the data service and total bill amount for him please?
[CUSTOMER][NEUTRAL] Yes, it's [PII], total charges was $633 in primary process paid and left the balance.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And again you said the data services for [PII] and total bill amount of 633 correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] True.
[AGENT][NEUTRAL] OK, so I do show that this was received, [PII], uh, the claim was received on [PII].
[AGENT][NEUTRAL] Processed on [PII].
[AGENT][NEUTRAL] The claim number is 3609809.
[AGENT][NEUTRAL] And there was a benefit paid in the amount of 3, excuse me, $506.40.
[CUSTOMER][NEUTRAL] OK, is there a check number or EST number?
[AGENT][NEUTRAL] The check, the single check number is 2048508.
[CUSTOMER][POSITIVE] Alright, well thank you so much. Can I get a call reference number?
[AGENT][NEUTRAL] Yes, you would use my name that I gave you along with today's date and then one last thing, uh, [PII], if you should need a copy of this explanation of benefits, I mean there will be one with the check, but you should also be able to print one now that you have the claim number from our portal by going to secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Uh-huh, [PII]. That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well thank you so much and you have a great day.
[AGENT][POSITIVE] Well you, I hope you have a great day too, [PII]. Yeah, you too. So thank you again for calling ATL if that's all I can help you with.
[CUSTOMER][POSITIVE] You had a great weekend.
[CUSTOMER][POSITIVE] Sure, that's all that's all I got so far. Thank you.
[AGENT][NEUTRAL] OK, and so far, well, we may talk again today.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] True, thank you.
[AGENT][POSITIVE] Right. Have a great day. You're welcome.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Goodbye.