AccountId: 011433970860
ContactId: 4b70bc38-84c1-468c-8eaf-1d1feda4819e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208440 ms
Total Talk Time (AGENT): 61603 ms
Total Talk Time (CUSTOMER): 67072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/4b70bc38-84c1-468c-8eaf-1d1feda4819e_20250225T19:51_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]. My name is [PII] calling from the provider's office to check the claim status.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you today. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yeah, I do have the number it is.
[CUSTOMER][NEUTRAL] 02544684
[AGENT][POSITIVE] Thank you. Let me pull that up here one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And may I have patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII], and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] D of service is [PII] with the charge amount of $691 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Right, so this claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim was processed [PII].
[AGENT][NEUTRAL] There was a benefit payment since.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In the amount of $50. This is the max benefit payable for this state of service.
[CUSTOMER][NEUTRAL] OK. All right. Uh, I have a, a specific question for this claim. Uh, upon checking, as you stated, uh, both the CBDs got paid $50 each. And, uh, there is a remaining balance. And may I know who's responsible for the remaining charges?
[AGENT][NEUTRAL] We're not able to advise on uh patient responsibility that's up to the facility or provider.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so for now it is responsible by the provider?
[AGENT][NEUTRAL] It's up to the provider facility to bill the patient, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Alright and can I get the call reference number for today please?
[AGENT][NEUTRAL] Uh-huh. Call reference is going to be my name with my last initial then today's date. My name is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] All right, sir. And thank you so much for your kind assistance and have a wonderful rest of day and take care.
[AGENT][NEUTRAL] You as well, [PII]. Goodbye.
[CUSTOMER][NEUTRAL] Bye-bye.