AccountId: 011433970860
ContactId: 72319fc6-9ae8-426f-9494-0d7a927edc11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214500 ms
Total Talk Time (AGENT): 95106 ms
Total Talk Time (CUSTOMER): 91186 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/72319fc6-9ae8-426f-9494-0d7a927edc11_20250317T14:30_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Venture Ambulatory Surgery, and I'm calling to see what the status of a claim is for a patient.
[AGENT][NEUTRAL] Yes, I can certainly help with the claim status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Uh, the policy number that I have is 1,252,290 M as in Mike, L as in Larry, and 5.
[AGENT][POSITIVE] Appreciate that and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient name is.
[CUSTOMER][NEUTRAL] I'm gonna spell the first name, OK? It's G A U L A, middle name is [PII] and last name is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can I have a callback number while I'm looking this up, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] I appreciate that. Thank you. What is the data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] The it's 8:30 2024.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is this a facility bill or is it a, a uh service bill?
[CUSTOMER][NEUTRAL] Well, it was for facility. The patient had a procedure done at our facility.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So it does look like we have a uh facility bill for that data service um.
[AGENT][NEUTRAL] It looks like we received the claim on the [PII]. We processed it on the [PII].
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] A check in the amount of $795.94 was sent out. And now first of all, that claim number.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] It's 35
[AGENT][NEUTRAL] 63
[AGENT][NEUTRAL] 182.
[AGENT][NEUTRAL] And the check number, this is a single paper check.
[AGENT][NEUTRAL] 202.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] 754-6 and that went out on the [PII]. So just let me see if you haven't received it yet.
[AGENT][NEUTRAL] OK, I show that it was cashed on the [PII], so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it was cashed by whom? By what address was it sent to?
[AGENT][NEUTRAL] It looks like it was sent to uh.
[AGENT][NEUTRAL] [PII] in [PII].
[CUSTOMER][NEUTRAL] OK, so that's correct, so maybe they put the wrong name by this check so and when you issued the check, what was the name on the check?
[AGENT][NEUTRAL] Vent venture ambulatory surgery.
[CUSTOMER][NEUTRAL] No, no, I'm saying, I'm sorry, let me rephrase it, um, where, like what was the name that was sent on the check menu from you guys when you process the check?
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] 00, American Public Life. Yes, I'm sorry. I understand you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I don't know. I see a check that's um actually posted to the account for $795.94 and they put it as Aetna, so I'm gonna have to research that on my end.
[AGENT][NEUTRAL] Oh, OK, OK. Well, just let us know if there's anything else that we can help with [PII]. Is there any other data service that I may look for or any other patients?
[CUSTOMER][NEUTRAL] 00 no, that is it. I would just need to get um a reference number for the call.
[AGENT][NEUTRAL] Yes, 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][POSITIVE] OK, awesome. Thank you so much.
[AGENT][POSITIVE] OK, well thank you for contacting AP have a good.