AccountId: 011433970860
ContactId: 6048b5bf-882f-4b6a-8fb1-8995b5862e2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220699 ms
Total Talk Time (AGENT): 52534 ms
Total Talk Time (CUSTOMER): 46700 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/6048b5bf-882f-4b6a-8fb1-8995b5862e2b_20250228T13:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII]. I was calling to get claim status on a patient.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 02308188 M for [PII] L for Lima 8
[AGENT][NEUTRAL] And a callback number in case we're disconnected?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Give me 1 2nd to pull up the file.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Alright, thank you for that information and [PII] we're checking a claim status.
[CUSTOMER][NEUTRAL] Yes, for the date of service [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] An amount?
[CUSTOMER][NEUTRAL] $85.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm still looking.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] This claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] So the the benefits for this state of service are being paid directly to the insured, so it looks like the the insured or the patient submitted the claim as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They, they had primary insurance with another carrier and they left 69, 15 to the patient responsibility to the deductible. So I don't know if you guys made a payment on there.
[AGENT][NEUTRAL] Yeah, I mean we cannot discuss what the insured submitted we can just tell you that it looks like they submitted the claim as well.
[CUSTOMER][NEUTRAL] OK, um, so did you guys make a payment on this?
[AGENT][NEGATIVE] To the to the provider we did not.
[CUSTOMER][NEUTRAL] OK, so I'll go ahead and um.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Transferred it over to the patient.
[AGENT][NEUTRAL] And did you have any other questions, [PII]?
[CUSTOMER][POSITIVE] No, that was all. Thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] OK, bye bye.