AccountId: 011433970860
ContactId: 3403365f-243a-4403-9fea-50c336a27270
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154500 ms
Total Talk Time (AGENT): 96171 ms
Total Talk Time (CUSTOMER): 55582 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/3403365f-243a-4403-9fea-50c336a27270_20250106T14:54_UTC.wav
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[AGENT][NEUTRAL] Contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said your name is [PII]?
[AGENT][POSITIVE] Uh yes, that's correct.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. um, I received an EOB. It said that the patient is or was not covered on those dates, and I was needing to verify.
[AGENT][NEUTRAL] Yes, I can help with that. And what is, uh, I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's [PII].
[AGENT][NEUTRAL] [PII], thank you. What's that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Let's see, 613906.
[AGENT][NEUTRAL] Thank you. And if I could just uh have the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], let me pull up her date of birth real quick.
[CUSTOMER][NEUTRAL] Let's see, date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. And, and what is your, um, oh, I'm sorry, I do need a callback number please in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you [PII]. What was that date of service that we're looking for, please?
[CUSTOMER][NEUTRAL] Data service [PII].
[AGENT][NEUTRAL] And this is for doctors.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So what these policies have is uh they will um
[AGENT][NEUTRAL] Uh, the, the employer sends us a weekly spreadsheet letting us know that the patient is still active with the policy. Um, when we first received your claim, we didn't have that, uh, electronic spreadsheet. Uh, it, it looks like that has since been rectified. Uh, so you're going to be getting a check for $480.
[CUSTOMER][NEUTRAL] Do you have any customers
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] If you
[AGENT][NEUTRAL] That check number is 202.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 0671. So again, it's $480.
[AGENT][NEUTRAL] And the check number, it's a single paper check, 202.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0671. Now that was sent out to uh Doctor [PII]'s office on the [PII]. Now, the thing about that is that on the [PII], what was that, that was a Tuesday. And so then again, we were closed on, we were closed on the [PII], so it didn't actually go out until Thursday. So it's on its way to you. Um, but that's what that is. It's confusing, but that's, uh, but it, once we got that, then we're good. Now, is there anything else that we need to look up, any other claims?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, yes, ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] OK, well, if you have any other questions, please call us back. Otherwise, thank you for contacting ATL. Hope you have a very good morning.