AccountId: 011433970860
ContactId: 7a22c4bb-bd3e-4b4d-bae3-0bff5b792bd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374649 ms
Total Talk Time (AGENT): 71224 ms
Total Talk Time (CUSTOMER): 178224 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/7a22c4bb-bd3e-4b4d-bae3-0bff5b792bd3_20250618T19:49_UTC.wav
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[CUSTOMER][NEUTRAL] I I wanna I wanna go to like.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], initial [PII] calling from office to check on a claim status.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. What is the policy number?
[CUSTOMER][NEUTRAL] Sure, just a moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 02520427
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. And your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $570 even.
[CUSTOMER][NEUTRAL] And I don't know.
[AGENT][NEUTRAL] $570 is the bill amount.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] It was
[AGENT][NEUTRAL] Claim was received on [PII]. There was a benefit payment sent in the amount of $75.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. For which city code?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, yeah, but, uh, we have, we have received incorrect UOB, um, that, uh, what is actually here, showing here is the CD code 99214 code denied as non-covered charges so that.
[CUSTOMER][NEUTRAL] The you said that $75 got paid for the CD code 9300. So we have the incorrect UV in our hand. Could you please send the correct, correct, uh process to UV to our fax?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] Just a moment. I will give you that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the fax number is
[CUSTOMER][NEGATIVE] Oh just a moment. My system gets slow.
[CUSTOMER][NEUTRAL] 347
[CUSTOMER][NEUTRAL] 584-835-4
[CUSTOMER][NEUTRAL] And the attention should be my name, [PII], along with the, the patient account number [PII]. I have to mention this.
[AGENT][NEUTRAL] OK. And your first name is [PII]?
[CUSTOMER][POSITIVE] Yes, initial [PII].
[AGENT][NEUTRAL] OK. Give it about 5 minutes to receive the EOB. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Nothing else. Thank you so much. And I have that, can I have the claim number and the call reference number?
[AGENT][NEUTRAL] Claim number is 3537061.
[CUSTOMER][NEUTRAL] Oh, here, we received incorrect. Let me give the EUV number, the claim number. Could you please verify what's the claim number here which I received. It's 354-7090.
[AGENT][NEUTRAL] That was a duplicate claim.
[CUSTOMER][POSITIVE] That's better than this.
[CUSTOMER][NEUTRAL] Oh, that's a duplicate claim, right? OK.
[CUSTOMER][NEUTRAL] It's uh
[AGENT][NEUTRAL] So the claim number I just gave you, the 353-7061, was received on 123. The claim number ending in 7090 was received on [PII]. It was denied as a duplicate.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I need one more information. When the original claim got processed?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I've seen that.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] Yeah, can I have the call reference number?
[CUSTOMER][NEUTRAL] Hi, can I have a call reference number?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] [PII], are you still on the line?
[CUSTOMER][NEUTRAL] Yeah, I'm here only. I can't hear your voice in between.
[CUSTOMER][NEUTRAL] Hello, [PII], are you there?
[CUSTOMER][POSITIVE] OK, anyways, um, thank you so much for the wonderful assistance. I can hear your voice. Uh let me wind up the call now. Thank you so much. Bye-bye.