AccountId: 011433970860
ContactId: 30fbd432-29f6-4696-b7e3-40b8900cc5db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364119 ms
Total Talk Time (AGENT): 132387 ms
Total Talk Time (CUSTOMER): 72030 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/30fbd432-29f6-4696-b7e3-40b8900cc5db_20250507T12:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling on a claim that was paid and then the payment was um took back.
[AGENT][NEUTRAL] Hm, OK, let's look at the claim. Do you have the claim number, policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, I have a claim number is 3558328.
[AGENT][POSITIVE] OK, thank you so much. Let me pull this up.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And are you the insured or are you calling from our provider's office?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] OK, thank you so much. Can I just verify please the uh insured's name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] OK, so I'm showing on this claim it looks like there was a payment sent for $75 to Piedmont Physicians Group.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] It was sent on [PII], then it was took back.
[AGENT][NEUTRAL] 28
[AGENT][NEUTRAL] I don't show that anything was ever voided. When you say took back, did you guys never receive the check?
[CUSTOMER][NEUTRAL] No, I see where we, it was posted and then it was took back I mean took back like the payment is.
[AGENT][NEUTRAL] Oh, the funds for, OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me see if I can find anything.
[AGENT][NEUTRAL] The check itself here give me just a second. If I can't find where it was returned or whatever, I may need to send it off for some research, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK. What is your first name?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you, doc.
[AGENT][NEUTRAL] And then um I'm gonna need to send this over to get a copy of the cleared check and then find out what's going on with it. What is a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII] straight line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I will let them know that you guys did deposit the check and you saw that it cleared, but then the funds were then redacted back to us, correct? That's basically what happened on? OK. All right.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] So yeah, let me reach out to um them and then we will get you guys a call back. It may be a little later today though, OK?
[CUSTOMER][NEUTRAL] OK, alright, and then let me ask you this once they pay the $75 is the remaining balance the patient or is just a, um, provide a discount?
[AGENT][NEUTRAL] Uh, we don't advise on patient responsibility. That's up to the provider facility. It looks like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That was the maximum benefit payable for the date of service.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, I just need a reference number.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am. Call reference is my name with my last initials and today's date. My name again is [PII], that's [PII] and then last initial is going to be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, alright, thank you so much, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you're welcome, doc. We'll talk to you soon.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] OK