AccountId: 011433970860
ContactId: 553edb6e-26f9-4aab-86f0-ca53dfd719ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179580 ms
Total Talk Time (AGENT): 88599 ms
Total Talk Time (CUSTOMER): 65639 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/553edb6e-26f9-4aab-86f0-ca53dfd719ff_20250529T15:27_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, good, my name is [PII]. Um, I'm calling from a provider office to check the status of a claim.
[AGENT][NEUTRAL] I can help with the claim status. [PII], what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Oh sorry, I could not hear you well. Uh, what did you say?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, I can help with the claim status. What is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Uh, patients, uh, policy number is 024.
[CUSTOMER][NEUTRAL] 501.
[CUSTOMER][NEUTRAL] 39. His name is [PII].
[AGENT][NEUTRAL] Thank you. And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], the amount, the total amount is $406. The remaining balance was $50.
[AGENT][NEUTRAL] OK, thank you. [PII], your policy number, or excuse me, your claim number is 35.
[AGENT][NEUTRAL] 01
[AGENT][NEUTRAL] 546. So let me go ahead and repeat that. It's 350-1546. Now it looks like we received your claim, uh let's see if I can find it.
[AGENT][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] And we processed it on the [PII], so we received it on the [PII], and we processed it on the, on the [PII].
[AGENT][NEUTRAL] But the policy, this policy does not cover.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] The office visits. So that was denied because the policy is not, does not cover the uh office visits.
[CUSTOMER][NEUTRAL] OK, so that amount will be patient responsibility.
[AGENT][NEGATIVE] Well, I, I can't tell you that they may have a different insurance, but I, I can tell you that this policy doesn't pay it. So this policy would not pay that, uh, that office.
[CUSTOMER][NEUTRAL] OK. And uh OK, uh, in that case, may I have your name again and the initial of your last name just for documentation purposes?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else at all that I can, I can help with? Any other claims?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, [PII], I mean, you said that this is a not covered service for his plan, so no, that, that will be all that that's all the information I needed. Thank you very much, [PII].
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] OK, well, [PII], thanks for contacting us.