AccountId: 011433970860
ContactId: 312264d3-cb6b-4e9b-ba4d-0d0c22d0bdb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241139 ms
Total Talk Time (AGENT): 78776 ms
Total Talk Time (CUSTOMER): 110918 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/312264d3-cb6b-4e9b-ba4d-0d0c22d0bdb3_20250602T17:33_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, my name is [PII] calling you from the provider's office to check on a claim status. If you don't mind, could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII] and I I can help with the claim status. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Sorry, if you don't mind, could you please repeat your name again? Your voice is in and out.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] My name is [PII] and my uh the way that you spell it is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much for that. Could you please check your connection and your voice is so low.
[AGENT][NEUTRAL] Uh, I'm sorry, this is the best connection that I've got, Ivy. And what is the, uh, policy number, please, that I can look up for your claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] D delta 43223583.
[AGENT][NEUTRAL] OK, um let's see. Let's see, we can't look it up by the name that's not one of our policy numbers. How do you spell the, uh, the patient's last name, please?
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] The spelling for that is [PII].
[AGENT][NEUTRAL] OK, and do you mind
[AGENT][NEUTRAL] OK, thank you. And the first name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did you receive anything from us on this?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Did you receive anything from us? Did you receive a copy of a of an EOB or?
[AGENT][NEUTRAL] Or anything at all on this individual?
[CUSTOMER][NEUTRAL] Yes, I received the cop, yeah, I received a copy of EOB. Uh, it was stating that, uh, uh, it was denied as non-covered charges. So I want to know why it is non-covered. Mhm.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, um, what is the claim number, please, [PII]?
[CUSTOMER][NEUTRAL] Claim number is
[CUSTOMER][NEUTRAL] 202505-080016.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, you said 200.
[CUSTOMER][NEUTRAL] No, no, no, no. 2025.
[CUSTOMER][NEUTRAL] 05080016.
[AGENT][NEUTRAL] OK, yeah, that's not one of our thing, um.
[AGENT][NEUTRAL] OK, uh, while I'm looking this up, if I can have a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]. It's a direct line. Um, may I know, did you able to locate the number on your end?
[AGENT][NEUTRAL] Yes, I'm, I'm trying to find them now. I'm not finding anybody with that name though.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the insurance name?
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And this is American Public Lis.
[CUSTOMER][NEUTRAL] Sorry, what is that? American?
[AGENT][NEUTRAL] Uh, yes, it's, uh, the policy, this or the company is called American Public Life.
[CUSTOMER][NEUTRAL] OK. And you can't able to locate the member on your end, right?
[AGENT][NEUTRAL] No, I'm, I'm sorry, I can't, I don't, I don't see that they are one of our insurers.
[CUSTOMER][POSITIVE] OK, fine. Thank you so much, [PII], for assisting me today. Have a great day and take care. Bye-bye.
[AGENT][POSITIVE] OK, I'll be, there's nothing I can help with. Thanks for contacting AT. Have a good day.