AccountId: 011433970860
ContactId: 6fcb1d5d-92fd-4d24-94a7-33fe098a20c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356739 ms
Total Talk Time (AGENT): 150543 ms
Total Talk Time (CUSTOMER): 146416 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6fcb1d5d-92fd-4d24-94a7-33fe098a20c5_20250428T20:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hello, my name is [PII] from Bo office. How are you doing today?
[AGENT][POSITIVE] I'm doing well, [PII] how are you?
[CUSTOMER][POSITIVE] I'm also doing well, thank you so much. Actually I just want to confirm one claim status for the patient. Can you assist me regarding that one?
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. Alright, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, I have it just a moment. It's going to be 02315574.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It is [PII], and date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[CUSTOMER][NEUTRAL] And the total charge is $9,483 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that was [PII] for $9,483 even?
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][POSITIVE] Got it thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] [PII], do you have the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, I have it. It is going to be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you for that. So I do have a claim for that date of service from this provider it is for a different amount. Um, do you happen to have the amount left over after major medical paid?
[CUSTOMER][NEUTRAL] Actually, uh, uh, the claim we submitted as a secondary claim because the primary processing, uh, is from the different pair so that's why maybe there is some different.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So the claim that I have, it was uh $1,585.19.
[AGENT][NEUTRAL] Does that sound right to you?
[CUSTOMER][NEUTRAL] Yeah, it's the total charge. It's the total balance which we build.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, yes, so we did receive that claim and we did pay uh that benefit you'll give me one moment, I will get that uh check information.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] OK, did you need that claim number first?
[CUSTOMER][NEUTRAL] Yeah, I need all the details like when when you received to check details.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Of course, OK, so that claim number that is 358-851-8.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so this uh claim was received [PII], and it was processed on [PII].
[CUSTOMER][POSITIVE] OK, thank you. And
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] The claim paid with the same amount which we bill it's 1585.19.
[AGENT][POSITIVE] Correct, yes, um, and I've got that check number whenever you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm ready for that.
[AGENT][NEUTRAL] OK, that is 2038.
[AGENT][NEUTRAL] 874.
[CUSTOMER][NEUTRAL] 2038874
[AGENT][NEUTRAL] Correct and this check was just issued.
[CUSTOMER][NEUTRAL] OK, and
[AGENT][NEUTRAL] Yes, it was issued uh [PII].
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEGATIVE] And it has not yet cleared.
[CUSTOMER][NEUTRAL] OK, it's the same day when it got processed.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got that all the details which we need. I got it and.
[CUSTOMER][NEUTRAL] Uh, there is only one thing which I need right now. Uh, can you please, uh, send a copy of the UB or that check to my fax number right now?
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely. What was that fax number for you?
[CUSTOMER][NEUTRAL] Yeah, sure. It is [PII]. Attention to my name, [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that number back to you to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yeah, 8344, right.
[AGENT][NEUTRAL] Got it. OK, and it was um [PII] for your name?
[CUSTOMER][NEUTRAL] Yeah, yeah, right.
[AGENT][POSITIVE] OK awesome. Alright, I will go ahead and send that now. Uh, you should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I, I will be waiting for that UB by the way, because I need that UB it's an urgent, OK.
[AGENT][POSITIVE] Sounds good. All right.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Well thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Sure. Can you please uh tell me your name? It's spelled with the initial of your last name?
[AGENT][NEUTRAL] Oh sure, uh my name is spelled [PII]
[CUSTOMER][NEUTRAL] The last initial is [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and the reference for our conversation?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, today's date. OK, thank you so much, [PII], for all the information you provided it. I really appreciate it.
[AGENT][POSITIVE] Yes sir, of course. Thank you. Have a great rest of your day.
[AGENT][POSITIVE] Yes sir, definitely thank you.
[CUSTOMER][POSITIVE] Have a nice day. Stay safe.
[AGENT][POSITIVE] You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.