AccountId: 011433970860
ContactId: 49e0d88d-e97e-4a25-a6f4-98a931d4de72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 376619 ms
Total Talk Time (AGENT): 158470 ms
Total Talk Time (CUSTOMER): 118844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/49e0d88d-e97e-4a25-a6f4-98a931d4de72_20250501T17:26_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], very good afternoon. This is [PII] here calling from provider's office looking for patient claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. That's [PII] direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But you said you're gonna transfer the call right?
[AGENT][NEUTRAL] No, I can check on a claim for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, thank you. That's 02445149.
[AGENT][NEUTRAL] Yeah, of course. Uh-huh.
[AGENT][NEUTRAL] I'm sorry, [PII], could you repeat that?
[CUSTOMER][NEUTRAL] 02445149.
[AGENT][NEUTRAL] Thank you and what was the name and date of birth for this member?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have that bill amount?
[CUSTOMER][NEUTRAL] $1120 even.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] Oh, that's a, that's a total bell charges, so it's before.
[AGENT][NEUTRAL] OK. Do, do you have that remaining balance after major medical paid?
[CUSTOMER][NEUTRAL] Uh huh, yes, that is $225.96.
[AGENT][POSITIVE] Got it. OK, thank you. One moment.
[AGENT][NEUTRAL] And this was with SMH physician Services, is that right?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][POSITIVE] Absolutely, yes.
[AGENT][NEUTRAL] Got it. OK, so we did receive this claim and we did pay that benefit of $225.96. If you give me one moment, I will get that check information for you.
[AGENT][NEUTRAL] Did you need that claim number first?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] That claim number is 351-8108.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claim received on?
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] That was [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct, that was when it was processed.
[CUSTOMER][NEUTRAL] Paid amount of?
[AGENT][NEUTRAL] About $225.96.
[CUSTOMER][NEUTRAL] OK, payment issue on.
[AGENT][NEUTRAL] That was issued [PII], and I am showing the check did clear on [PII].
[CUSTOMER][NEUTRAL] Uh, one second, I'll check and.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] And cash on, um, I'm sorry, can you repeat that? It's uh [PII] you said?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Uh, um, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you and what is the check number?
[AGENT][NEUTRAL] That is 2008592.
[CUSTOMER][NEUTRAL] 2008592
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And this is uh paid to provider, right?
[AGENT][NEUTRAL] Yes, um, SMH physician services.
[CUSTOMER][NEUTRAL] And what is the pay to address please?
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] OK, so you said 947.
[CUSTOMER][NEUTRAL] 407, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, I've got the zip code as [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, OK, and uh that's it and uh can you send us the EOB through fax because we haven't received it yet.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 86519.
[CUSTOMER][NEUTRAL] I'm sorry, 518-2534.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was 36 or excuse me, [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, I will get that sent now. I should get it within about 10 minutes or so. Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] No that is it thank you and call reference number please.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you, [PII], and have a great day. Bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.