AccountId: 011433970860
ContactId: 95406531-250f-4ed5-9167-eb7352660755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540229 ms
Total Talk Time (AGENT): 92788 ms
Total Talk Time (CUSTOMER): 97778 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/95406531-250f-4ed5-9167-eb7352660755_20250613T17:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Last
[CUSTOMER][NEUTRAL] Uh, this is [PII] from American Family Care. I want to check the claim status of the patient.
[CUSTOMER][NEUTRAL] There.
[AGENT][NEUTRAL] for, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number is D476-83411.
[AGENT][NEUTRAL] OK, so [PII], that's not our policy numbers. That is, uh, they're called 90 degree benefits. If you'd like, I can give you their information and transfer you to them, or if you have the member's social, I could see if they have a policy with us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, but I have called to the insurance card, uh, patient's insurance card back number only.
[AGENT][NEUTRAL] I understand, uh, some of those prompts can lead you to us. Um, one of them does lead you to 90 degree benefit. That's not one of our policy numbers and I have no way to search based off of that.
[AGENT][NEUTRAL] So again I can transfer you to them if you like or if you have their social I can see if they have a policy with us.
[CUSTOMER][NEUTRAL] Yeah, I have social security number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The Social Security number is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name for the member?
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] [PII] and uh the last name is [PII]
[AGENT][NEUTRAL] OK, so I did not get a result with that social. Let me try searching using their name, give me just a moment.
[AGENT][NEUTRAL] And what was the date of birth for this number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK, and this was for uh medical correct?
[CUSTOMER][NEUTRAL] Yeah, it's for medical.
[AGENT][NEUTRAL] OK, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. uh, what was that uh billed amount please?
[CUSTOMER][NEUTRAL] Uh, the bill amount is $267 even.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yeah, the tax ID is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][POSITIVE] OK, one moment please. I appreciate your patience.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] You don't happen to have a claim number uh do you [PII]?
[CUSTOMER][NEUTRAL] Uh, you want the claim number?
[AGENT][NEUTRAL] Do you have a claim number?
[CUSTOMER][NEUTRAL] One moment I'll look up.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I have, I have for, uh, it was denied as a duplicate. One moment, I'll give it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the claim number is 3562332.
[AGENT][POSITIVE] OK, thank you so much for that one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Yes it does look like we've received this claim multiple times, so please bear with me as I try to uh locate that original claim.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], all I am seeing are.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] So thank you so much for the
[CUSTOMER][NEUTRAL] Hello.