AccountId: 011433970860
ContactId: 6b6dee77-e408-4c93-a0ee-3c67deb2499d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162220 ms
Total Talk Time (AGENT): 66038 ms
Total Talk Time (CUSTOMER): 57280 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/6b6dee77-e408-4c93-a0ee-3c67deb2499d_20250610T19:52_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah my name is [PII]. I'm calling from SSM Health and I have a patient that um.
[CUSTOMER][NEUTRAL] Uh, I needed to check on the status of her claim.
[AGENT][NEUTRAL] OK, yes, [PII], I can certainly help with the claim status. I'm sorry I'm just having a little trouble hearing you. Um, what is that policy number that we're looking at today, please?
[CUSTOMER][NEUTRAL] 01897878.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And 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][NEUTRAL] Thank you. The, uh, date of service that we need to look for for [PII]?
[CUSTOMER][NEUTRAL] [PII] with a billed amount of oh shoot hold on.
[CUSTOMER][NEUTRAL] Uh, $58,473.43.
[AGENT][NEUTRAL] OK, thank you. I'm just looking at that right now.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEGATIVE] I don't have anything.
[AGENT][NEUTRAL] For that for that data service that build amount, uh, is this a this would be a facility bill, would it not?
[CUSTOMER][NEUTRAL] Mm, yes.
[AGENT][NEUTRAL] OK, that's OK. That's what I thought, um, so I have I have service bills. I don't have the facility bill, um, for the date of service [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and um this, this you guys do pay for medical bills it's not indemnity.
[AGENT][NEUTRAL] Yes, this is right. This is a secondary insurance that picks up the deductible co-payment or co-insurance and for outpatient services such as this, we'll pick that up at the $3500 the calendar year. That's just a verification benefits, not a payment, but there's no timely filing, so you can send that into us at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh, OK. Well, thank you very much. I appreciate your help.
[AGENT][POSITIVE] OK, so there's nothing else I can help with. Thanks for contacting AP have a good.