AccountId: 011433970860
ContactId: 6e5bdbe6-59b5-4dfa-a566-9b9f9078e5bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360720 ms
Total Talk Time (AGENT): 123380 ms
Total Talk Time (CUSTOMER): 80192 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/6e5bdbe6-59b5-4dfa-a566-9b9f9078e5bf_20250318T15:32_UTC.wav
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[AGENT][NEUTRAL] Contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My initial and my last name is [PII]. I'm calling from Flo's office. I'm here to check the claim status.
[AGENT][NEUTRAL] OK, then I can help with the claim status. What is that policy number, please?
[CUSTOMER][POSITIVE] Absolutely, it is.
[CUSTOMER][NEUTRAL] 2003737.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII] and the date is uh [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And what date of service are we looking for for uh [PII]?
[CUSTOMER][NEUTRAL] Absolutely it is [PII] and the bill amount is.
[CUSTOMER][NEUTRAL] $497 even.
[AGENT][NEUTRAL] OK, so [PII] and $497. Is that correct?
[CUSTOMER][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] OK, thank you. I'm just looking that up now.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I'm just checking here, so just checking.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, it looks like we processed your your check on [PII] or processed your uh record.
[AGENT][NEUTRAL] And uh it looks like your claim number is 33.
[AGENT][NEUTRAL] 03
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 578
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, at that time, a check for $35 was sent out the check number. It's a single paper check, 1787533.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me just check and see where that went.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It looks like it was cashed on [PII].
[AGENT][NEUTRAL] So again, your, your claim number is 3303578. That was processed on [PII] and a single paper check, 1787533.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] was paid out in cash on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much. And
[CUSTOMER][NEUTRAL] Please let me know the allowed amount for the CPT code.
[AGENT][NEUTRAL] Uh, it was $35.
[CUSTOMER][NEUTRAL] Sure. So, uh, you pay the remaining amount, you have to pay the primary insurance, right?
[AGENT][NEUTRAL] Well, that's, that's the most that we will pay on it. If there's any additional uh fees that are, that are due, that would be, uh, that's not something we'd be able to help with. It would be between the insured and the, and the uh provider. But that, that is how the $35 is how much we pay now.
[CUSTOMER][POSITIVE] Sure, sure. Thank you so much. And
[CUSTOMER][NEUTRAL] Could you please provide me the pay to address?
[AGENT][NEUTRAL] provide you with, with what?
[CUSTOMER][NEUTRAL] Uh, pay to address.
[AGENT][NEUTRAL] Uh, yes, it looks like that was sent to um.
[AGENT][NEUTRAL] That was sent to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Got it. Thank you so much.
[CUSTOMER][NEUTRAL] And could you please fax the copy of the pass.
[AGENT][NEUTRAL] Is there any
[AGENT][NEUTRAL] Sure. What is your fax number then?
[CUSTOMER][NEUTRAL] It is 813
[CUSTOMER][NEUTRAL] 2787075.
[AGENT][POSITIVE] OK, I will certainly send that. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Nothing. Uh, can I have the call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII]. The [PII], and we're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you so much indeed for want of license and
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, thank you so much for us. Have a great day.
[AGENT][NEUTRAL] OK, well
[AGENT][POSITIVE] Thank you for contacting ATL I