AccountId: 011433970860
ContactId: 8253d0f8-1402-4536-9be0-1af54ba812f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 653580 ms
Total Talk Time (AGENT): 152058 ms
Total Talk Time (CUSTOMER): 140802 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8253d0f8-1402-4536-9be0-1af54ba812f8_20250620T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is how may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, hi. I'm calling from a provider's office and we received a check and I'm just trying to get a copy of the explanation of benefits for it.
[AGENT][POSITIVE] OK, sure. I can assist you with that. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII], last initial [PII], and your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] You're welcome, Ms. [PII]. And may I have the callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's sure it's Millennium physician Group.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Well, that's it we don't have that all we have is a check. We have a check number, check date, check out, but no patient information.
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] Oh, OK. So you need to help me. OK. All right, so let me have that check number. OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEGATIVE] Sure. It's like helpless.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's like
[CUSTOMER][NEUTRAL] OK, so the check number is [PII].
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find this check.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, let me pull this information.
[AGENT][NEUTRAL] OK, and if I give you a name, can you give me your date of birth just for verification?
[CUSTOMER][POSITIVE] Oh sure, no problem, even if you can give us our account number that's on the um that's on there I can give you any information you need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, um, let's see.
[AGENT][NEUTRAL] The patient's account number I got here is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Awesome thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] That is gonna be for um looks like [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of birth I have is [PII].
[AGENT][POSITIVE] Perfect, yes, thank you. And what is the fax number to send that it be?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh sure, thank you so much um it is going to be area code [PII].
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] 5
[AGENT][NEUTRAL] OK, and that's 239-59.
[CUSTOMER][POSITIVE] And, and if, and if you don't mind, I'm sorry, if you don't mind, can you send that to my attention because we do have several Vicky's in our office. So if you can put it to um my attention, V I C K Y last initial D like in delta, that would be fantastic.
[AGENT][NEUTRAL] Yes, go ahead. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will, yes. And let me repeat this fax number back to you. That's [PII]. Is that correct?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes ma'am, yes ma'am, that's it. Is there any way to get um to get the EOBs? Like is there a website or?
[AGENT][NEUTRAL] OK, thank you. OK, do you
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm. Yes, we do have a website. You can go to [PII] and you can uh create an account and you can submit claims or review claim status um through that website and that's also gonna be on the EOB when I send the the information is gonna be there, OK.
[CUSTOMER][NEUTRAL] Oh great, thank you. Now is that also for if for in-network and out of network providers?
[AGENT][NEUTRAL] New one.
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] We can access that? OK.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] That is correct. So if you don't mind holding for me just a minute, I'm gonna go ahead and send this text right now, OK?
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][NEUTRAL] You're welcome. One moment, Miss [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. Let me go ahead and send that over to you. It should be there in a few minutes. You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No ma'am, thank you so much for all your help. I do appreciate it and do we have a reference number for our call?
[AGENT][NEUTRAL] We don't, you can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] That will be fine. OK. Thank you so much. I do appreciate it again. You enjoy the rest of your day. Have a fantastic weekend.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, speaking. Thank you for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.