AccountId: 011433970860
ContactId: 65927f2c-ae3b-49ed-ac8e-2a6c3a1ca7ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190160 ms
Total Talk Time (AGENT): 90655 ms
Total Talk Time (CUSTOMER): 60903 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/65927f2c-ae3b-49ed-ac8e-2a6c3a1ca7ce_20250609T12:49_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I, I am calling from uh South Miami Hospital, and I'm checking status on a claim that was submitted.
[AGENT][NEUTRAL] I can help with the same status and with whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Ma'am, thank you. What is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Uh, the policy number is 22 1 2nd.
[CUSTOMER][NEUTRAL] 02517189 ML 7.
[AGENT][NEUTRAL] Thank you. The patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. And what date of service we're gonna be looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII]. Uh total bill amount was 44,000 to 10, and we're looking for the co-pay of $2000.
[AGENT][NEUTRAL] OK, let me just check here really quickly um what we have.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] It looks like uh the insured.
[AGENT][NEUTRAL] Turned in a request for that, uh, and they're allowed to do that. Um, what they will do is they will turn in a request for the payment themselves. So it looks like that was um paid to them.
[AGENT][NEUTRAL] On uh
[AGENT][NEUTRAL] Just let me check here really quickly.
[AGENT][NEUTRAL] It looks like they received the benefit for that.
[CUSTOMER][NEUTRAL] Mhm. Would I be able to get a uh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] On EOP on that because we're, we didn't get paid that.
[AGENT][NEUTRAL] Right, no, I do understand that. Yeah, I do see where she turned that in, um, last month. Uh, no, the, the only thing that I can tell you is that the benefit went towards the insured and so there's nothing else. I can't give you any information about the, uh, about the claim other than that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. No problem. What, what was your name?
[AGENT][NEUTRAL] Um, is there anything else that I can, my name is [PII], and it's, uh, is there anything else I can look for for you, [PII]?
[CUSTOMER][NEUTRAL] No, I'm just, I'm gonna send her the claim. Uh, give me a reference number if you don't mind.
[AGENT][NEUTRAL] Yes, um, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as our reference.
[CUSTOMER][NEUTRAL] OK, and when was that paid out?
[AGENT][NEUTRAL] It looks like the claim itself um was paid out um.
[AGENT][NEUTRAL] In the
[AGENT][NEUTRAL] Uh, back, uh, in March, [PII], so that looks like that, yes, that is correct.
[CUSTOMER][NEUTRAL] March
[CUSTOMER][POSITIVE] [PII]. OK, thank you.
[AGENT][POSITIVE] OK, thanks for contacting ATO have a great day.