AccountId: 011433970860
ContactId: 92de5754-547c-4965-8cb6-2e20c1ca92ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199779 ms
Total Talk Time (AGENT): 88178 ms
Total Talk Time (CUSTOMER): 108305 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/92de5754-547c-4965-8cb6-2e20c1ca92ee_20250303T23:07_UTC.wav
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[CUSTOMER][NEUTRAL] a body.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I have a question regarding a UOB I received for a patient.
[AGENT][NEUTRAL] Sure, I could take a look at that EFP for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Just just.
[CUSTOMER][NEUTRAL] Of course it's gonna be [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02510243.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. Do you have that uh claim number?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Claim number will be, yes, uh 356-5021.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks for like for this claim we paid a benefit of $170. Um, what kind of questions did you have for me?
[CUSTOMER][NEUTRAL] Um, do I have to talk to the patient or I just basically I need to let the patient know she has a copay, but I wanna know, um, why didn't you guys pay on your behalf?
[AGENT][NEUTRAL] Um, I'm saying here that we paid the full benefit amount of $170.
[CUSTOMER][NEUTRAL] So I can tell her.
[CUSTOMER][NEGATIVE] I haven't received. I just got something with um.
[CUSTOMER][NEUTRAL] The patient's responsibility is 170 and in the back of it is saying, we are awaiting information to confirm eligibility for benefits in a card.
[AGENT][NEUTRAL] You know, I think we've had an issue with that lately because I've had a few providers tell me that um I can send you this EOB we did pay a benefit of $170 and I can send you that correct EOB that has that information on there um and then let me see, I can check and see when that uh check was issued give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] Mm thank you.
[AGENT][NEUTRAL] So that check was issued uh [PII].
[CUSTOMER][NEUTRAL] Oh, recently.
[AGENT][NEUTRAL] Yes, um, what was that fax number for you, [PII] and I'll send you this, uh, EOB.
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to you, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK alrighty I will go ahead and get this sent to you um did you have any other questions for me?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, no, that was all. Can I just get a reference number for this call, please?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] And you said today's date?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Ta ta da.
[CUSTOMER][POSITIVE] Thank you [PII] have a great day.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mm bye.