AccountId: 011433970860
ContactId: 630b2686-ceea-47c7-83fc-f87b91104814
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345920 ms
Total Talk Time (AGENT): 97854 ms
Total Talk Time (CUSTOMER): 69580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/630b2686-ceea-47c7-83fc-f87b91104814_20250411T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, sir, good afternoon. Hope you're having a good day.
[AGENT][POSITIVE] I'm doing well, thank you for asking. How can I help?
[CUSTOMER][NEUTRAL] Uh, this is [PII] calling from Doctor [PII]'s office. I need to check a claim status for my patient.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, I do have. 711295.
[AGENT][NEUTRAL] Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number was 711495.
[CUSTOMER][NEUTRAL] 295.
[AGENT][NEUTRAL] And then what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] $238.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for the state of service on [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Claim was processed on [PII], and there was a benefit payment sent in the amount of $117.20.
[CUSTOMER][NEUTRAL] And do you have the check number with you?
[AGENT][NEUTRAL] Check number is going to be 203-4259.
[CUSTOMER][NEUTRAL] And it's a paper check.
[AGENT][NEUTRAL] Yes, it's a single paper check.
[CUSTOMER][NEUTRAL] And send to the doctor's office.
[AGENT][POSITIVE] Mhm. Correct.
[AGENT][NEUTRAL] To the provider.
[CUSTOMER][NEUTRAL] Yeah, and when did you guys send to the provider's office?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So how many days it will take to be cleared, like 7 to 14 or more?
[AGENT][NEUTRAL] Oh yeah, depending upon when the provider caches it, correct.
[AGENT][NEUTRAL] The check is showing it's already been cashed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's already been cashed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, do you have the date? Like when did it cash?
[AGENT][NEGATIVE] Unfortunately, I don't have a date of cash, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you have the claim number?
[AGENT][NEUTRAL] 3579159
[CUSTOMER][NEUTRAL] And can I get the line item details, please?
[AGENT][NEUTRAL] Uh, so it looks like it was procedure code 0120 and 4910.
[AGENT][NEUTRAL] It looks like the.
[AGENT][NEUTRAL] A portion of the amount was applied towards the uh deductible for the calendar year, so that's why that was the amount paid.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the call reference number, please?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. My name again is [PII], that's [PII] is [PII].
[CUSTOMER][NEUTRAL] and [PII].
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][POSITIVE] Thank you, sir. Thank you so much for helping me and have a good weekend ahead.
[AGENT][NEUTRAL] You too. Bye-bye.