AccountId: 011433970860
ContactId: 625160f3-3ef7-4d6b-b044-2cb17d4800b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403209 ms
Total Talk Time (AGENT): 103799 ms
Total Talk Time (CUSTOMER): 183657 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/625160f3-3ef7-4d6b-b044-2cb17d4800b3_20250520T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII]. I'm calling from provider office It account claim status. Could you please help me out?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Sure. Uh, the policy number would be 02135063.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII], and the date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's for [PII] and the bill amount is uh $974.36.
[AGENT][NEUTRAL] OK, that was [PII] for $974.36 is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, [PII], do you have the uh tax ID for this, um, provider?
[CUSTOMER][NEUTRAL] Sure. The tax ID would be [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, the amount that you gave me, [PII], was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] was that the
[CUSTOMER][NEUTRAL] Uh, uh, before and after the after balance is, uh, after balance is $139.48.
[AGENT][NEUTRAL] Do you have, yes, go ahead.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] 139 and 40 cents got it.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], um, it is currently this claim is currently pending, uh, their group is undergoing renewal right now and so once that information has, uh, been received, then we'll be able to continue processing this claim.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, it is currently
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK. It's still pending, right?
[AGENT][NEUTRAL] Correct, uh, did you need that claim number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh yes. The claim number will be 3,600,250, right?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. And how long it will take time to process?
[AGENT][NEUTRAL] It's not I don't have a time frame on that um it's just as soon as we can get that information from their group or their employer so once we have that information we'll be able to continue processing.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. So, uh, I think it's 30 days.
[CUSTOMER][NEUTRAL] Uh, for take, OK. And I have a few more data services, uh, for the same patient. Could you please help me out?
[AGENT][NEUTRAL] Uh, you said for the same member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and do you have um those other claim numbers or do do you just have the data service for these?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, yes, I just provide me that, just a minute.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] 88341
[CUSTOMER][NEUTRAL] 4087.
[CUSTOMER][NEUTRAL] And the next date of service would be [PII]. And the remaining balance would be $209.21.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this one, appears to be the same, Gracie as, uh, it is still, uh, pending that group renewal information.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And the next date of service would be
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Shit. One minute.
[CUSTOMER][NEUTRAL] Yes, uh, this is also for [PII] and the remaining balance would be $4496.66.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, ma'am. Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Name is correct.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I think the call reference number this call.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Max see something else.