AccountId: 011433970860
ContactId: 5c6295f9-681c-4392-a34e-946234cee9be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451160 ms
Total Talk Time (AGENT): 111662 ms
Total Talk Time (CUSTOMER): 161222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/5c6295f9-681c-4392-a34e-946234cee9be_20250318T18:15_UTC.wav
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[AGENT][POSITIVE] Thank you for
[AGENT][NEUTRAL] Well, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider sources to check on our client status today. And please be informed that this call is being recorded and monitored for training and quality purposes. Would you mind, can you spell your name, please?
[AGENT][NEUTRAL] Um, it's spelled [PII] my last initial is [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. A right.
[AGENT][NEUTRAL] Right. And your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] Um, could I please get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, sure. One moment. Let me provide you that. And the policy ID is 01648523.
[AGENT][NEUTRAL] And thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, the patient's name would be.
[CUSTOMER][NEUTRAL] [PII], so it's [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you. Um, now I need the date of service and bill charges for the claim you're calling about.
[CUSTOMER][NEUTRAL] Yes, that is [PII] and the total bill amount is $685 even.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, and again, you said that was for a date of service, [PII]. Bill charges $685.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, that claim number is 34.
[AGENT][NEUTRAL] 564.
[AGENT][NEUTRAL] 76.
[AGENT][NEUTRAL] We received that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it, uh, processed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim paid, but it went to the policy's $500 deductible. There's a $500 deductible on this policy, and the $66.40 for the payment went towards that deductible.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And those $66.40 is towards deductible, right?
[AGENT][NEUTRAL] Yes, towards the policy $500 deductible.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. So we can bring the patient for it, right?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Mhm. And may I know what is the annual deductible amount?
[AGENT][NEUTRAL] $500.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And patient has been met for $66.40 right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK. Would be able to fax a copy of COB?
[AGENT][NEUTRAL] Yes, what's your fax number, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And that is [PII].
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] Yes, you are right.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][POSITIVE] OK. Thanks for your patience, [PII]. You should receive the EOB in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, one moment, let me check that.
[CUSTOMER][NEUTRAL] 5 to 10 minutes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Can I get the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3456476.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEUTRAL] Um, yes. Can I get the call reference number for today's call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Yes, thanks for the assistance, [PII] and have a great day and bye-bye for now.
[AGENT][POSITIVE] Thank you for calling ATL [PII]. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] mm.