AccountId: 011433970860
ContactId: 84d237c3-ff1c-48d3-9073-2cc1b3210ef1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217839 ms
Total Talk Time (AGENT): 75127 ms
Total Talk Time (CUSTOMER): 93768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/84d237c3-ff1c-48d3-9073-2cc1b3210ef1_20250609T20:12_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, I'm [PII]. I'm calling from provider's office regarding our claims.
[AGENT][NEUTRAL] OK, I can help with the claim. Uh, [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is going to be, it is uh.
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 05004, M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's first name is going to be [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] with an extension of [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the data service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] Yeah, the data service is going to be uh [PII] with the bill amount of $237 even.
[AGENT][NEUTRAL] Thank you. Your claim number on this, [PII]?
[AGENT][NEUTRAL] It's 360.
[AGENT][NEUTRAL] 3957.
[CUSTOMER][NEUTRAL] Bye
[AGENT][NEUTRAL] So again, it's 3603957. It looks like we received your claim.
[AGENT][NEUTRAL] On here.
[AGENT][NEUTRAL] On the [PII], we processed it on the [PII]. The policy does not cover.
[AGENT][NEUTRAL] Offices
[AGENT][NEGATIVE] So we were unable to process that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. In this case, like, uh, can you send me the copy of the ID will be through fax, please?
[AGENT][NEUTRAL] Uh, yes, I certainly can. What is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, yes, I can certainly send that to you.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] You can attention to.
[CUSTOMER][NEUTRAL] Uh, could you please help me the member's plan name, please?
[AGENT][NEUTRAL] The name of the plan is American Public Life.
[AGENT][NEUTRAL] It's a gap insurance?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, what else did you need to know?
[CUSTOMER][NEUTRAL] OK, uh, you're stating that the CPT 99213 is not covered under the members outpatient visas are not covered under the member's plan, am I right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, the claim number is 36039.
[CUSTOMER][NEUTRAL] 57. Mhm. Yeah, got it. And could you please help me the call yeah, could you please help me the call reference and I wanted to spell your name with the last name for documentation purpose.
[AGENT][POSITIVE] Oh, that's correct, yes.
[AGENT][NEUTRAL] Yes, my name is [PII]. It's [PII]
[AGENT][NEUTRAL] The initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm. Initial and last name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII]. Uh-huh.
[AGENT][NEUTRAL] Right. Uh-huh.
[CUSTOMER][NEUTRAL] Call reference please.
[AGENT][NEUTRAL] And we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you, [PII]. That's all the information I need.
[CUSTOMER][NEUTRAL] Oh I know. Mhm.
[AGENT][POSITIVE] OK, thank you very much for contacting ATI.