AccountId: 011433970860
ContactId: 74c97389-e1cd-4129-b0f1-b7245ecba627
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248339 ms
Total Talk Time (AGENT): 90765 ms
Total Talk Time (CUSTOMER): 106965 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/74c97389-e1cd-4129-b0f1-b7245ecba627_20250416T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Excuse me, hi [PII], my name is [PII]. I am calling, um, I have a couple of patients I wanna check eligibility on and I have one patient I need to check the status on a claim.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh, for the first one it is.
[CUSTOMER][NEUTRAL] Uh, let's see, let me find it here, uh, 223-0091.
[AGENT][NEUTRAL] OK let me pull this one out.
[AGENT][NEUTRAL] And [PII], do you have a good call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And then on this one, patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] All right, so this patient is active. Uh, the effective date on here is [PII].
[AGENT][NEUTRAL] On this, we are the members secondary insurance, so this covers deductible, co-pay, co-insurance, the primary does not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there gonna be a different reference number for each each patient?
[AGENT][NEUTRAL] No, it'll be the same for all, which will be my name and then the initial to my last name with today's date. So my name is [PII] and you spell that [PII]
[AGENT][NEUTRAL] My initial to my last name is [PII].
[AGENT][NEUTRAL] And today is [PII].
[CUSTOMER][POSITIVE] OK, thank you. Alright, let me know when you're ready for the next patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] OK, um, policy number is 2230106.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, so patient is active. The effective date on this is [PII], and this is also a secondary insurance.
[CUSTOMER][NEUTRAL] OK, and that one you said it's still active?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um for [PII] I actually have a claim for him I'm looking for uh looks like the data service is 12-1124.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, total bill on the account was $600.06.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, looks like after primary paid $38.85 was left to patient.
[AGENT][NEUTRAL] OK, see what we got here.
[AGENT][NEUTRAL] This is for [PII].
[AGENT][NEUTRAL] For [PII], I'm not showing any claims on file for 12-11-24.
[CUSTOMER][NEUTRAL] Alright, um, let's see, looks like address is [PII] I'm sorry [PII].
[AGENT][NEUTRAL] Mhm, that is correct and I can also give you if you want we have a fax and a payer ID.
[CUSTOMER][NEUTRAL] OK, go ahead with the fax number.
[AGENT][NEUTRAL] Uh, fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, I will see if I can send it that way then all right thank you [PII] for looking into that. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help with?
[CUSTOMER][POSITIVE] Nope, I believe that's all that I needed today. Thank you very much.
[AGENT][POSITIVE] Uh huh have a good one bye bye.
[CUSTOMER][POSITIVE] You too thank you bye.