AccountId: 011433970860
ContactId: 4061b766-cdf9-437c-9ef4-a7ef540af1c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201820 ms
Total Talk Time (AGENT): 93226 ms
Total Talk Time (CUSTOMER): 52373 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4061b766-cdf9-437c-9ef4-a7ef540af1c7_20250610T20:27_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from office checking on the claim status.
[AGENT][NEUTRAL] I can help with the time, [PII]. What is that policy number, please?
[CUSTOMER][NEGATIVE] Uh, yeah, the member's ID or name. Actually, I'm not able to hear properly.
[AGENT][NEUTRAL] OK, yes, uh, their policy number may be given a 01 or 02.
[CUSTOMER][NEUTRAL] Uh, the member ID is, uh, first starts from 1262.
[CUSTOMER][NEUTRAL] 468 ML 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, that [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is that data service that you're looking for from [PII]?
[CUSTOMER][NEUTRAL] Uh, that's uh December [PII].
[AGENT][NEUTRAL] [PII]. Thank you. Is there a build amount that I should look for?
[CUSTOMER][NEUTRAL] Uh, the bill amount would be $608 even.
[AGENT][NEUTRAL] OK, thank you very much. OK, it looks like your claim number on this one, [PII], is um
[AGENT][NEUTRAL] 3606342. So that's 36.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] 06
[AGENT][NEUTRAL] 342.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was, we received your claim on the [PII].
[AGENT][NEUTRAL] We see that I'm sorry, we received, uh, please forgive me, we received it on the [PII] and we processed it on the [PII].
[AGENT][NEUTRAL] So we received it on the [PII]. We processed it on the [PII]. Now, [PII], these policies don't cover anything within a physician's office. It is strictly inpatient or outpatient, uh, services for this, uh, policy.
[AGENT][NEUTRAL] So claim 3606342.
[AGENT][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK. It was OK.
[AGENT][NEUTRAL] Because that.
[CUSTOMER][NEUTRAL] Denied us?
[AGENT][NEGATIVE] It was denied because the services are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK, got that.
[AGENT][NEUTRAL] Is there any other data service?
[CUSTOMER][NEUTRAL] Uh, can I also know
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do have some, uh, no, not, uh, other data service. I can I have your name please before that?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And can I have the call reference number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's my name it's not a number, it's uh my name and today's day.
[CUSTOMER][POSITIVE] Got that. Thanks for assisting. I think that's all for today.
[AGENT][POSITIVE] OK, well thank you for contacting ATL.