AccountId: 011433970860
ContactId: 97511ac7-2650-4104-8e92-9d2640af0be6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508140 ms
Total Talk Time (AGENT): 131880 ms
Total Talk Time (CUSTOMER): 171506 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/97511ac7-2650-4104-8e92-9d2640af0be6_20250205T15:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling HTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, [PII], I was following up on some claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Uh-huh, my name is [PII], and the callback number is [PII] is my direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, Ms. [PII] and what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[AGENT][NEUTRAL] OK, what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][NEUTRAL] And her policy number, please?
[CUSTOMER][NEUTRAL] It is 022 038887.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, [PII].
[AGENT][NEUTRAL] And what is the um date of service please, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK, the first one I have is an old one. It is [PII]. Um, the bill amount was $308.
[AGENT][NEUTRAL] OK, and then what was the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, hold on for me one second, I think it's 60, um.
[CUSTOMER][NEUTRAL] Go back to the history.
[CUSTOMER][NEUTRAL] Yeah, $60.
[AGENT][NEUTRAL] OK, thank you and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Dominion Behavioral Healthcare.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold Ms. [PII], while I look up this claim for you and I will be right back.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII]. Uh, so on the, um, on that claim, I've got claim number 3381127.
[AGENT][NEUTRAL] was paid $60.
[AGENT][NEUTRAL] With check number 1820796.
[AGENT][NEUTRAL] And the check cleared the bank on [PII].
[CUSTOMER][NEUTRAL] OK, was it a bulk check, sorry?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, single.
[CUSTOMER][NEUTRAL] Alright, OK, uh, what was the date of the check? Can you give me that?
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] OK, single check dated [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And I have 3 dates from [PII]. Can you check those for me to? OK, OK.
[AGENT][POSITIVE] Yes ma'am. Yes, absolutely. Can you give them to me one at a time and I'll look and then come back?
[CUSTOMER][NEUTRAL] Sure, um, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that one was 150, but let me give you the amount after the primary.
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] 4424.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes, $60.
[CUSTOMER][NEUTRAL] Left all of them are gonna be $60 after the primary, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK, and all of them are gonna be for dominion behavioral health?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a quick hold let me look this one up for you and I'll be right back.
[CUSTOMER][NEUTRAL] All right, thank you. You are on hold.
[AGENT][POSITIVE] Thank you ma'am.
[AGENT][NEUTRAL] OK, Ms. [PII], on this one for [PII], I do not find the claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] And it all of them man.
[CUSTOMER][NEUTRAL] July of last year, OK, um.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] How about on [PII]?
[AGENT][NEUTRAL] And the charge amount?
[AGENT][NEUTRAL] Ms. [PII], do you have the, the bill amount for that one?
[CUSTOMER][NEUTRAL] Uh huh, it's $150 and um the remaining was $60.
[AGENT][NEUTRAL] OK, let me look on that one real quick. I'll be right back.
[CUSTOMER][NEUTRAL] Oh. You are on hold.
[AGENT][NEUTRAL] OK, that one is the same way it is not on file.
[CUSTOMER][NEUTRAL] OK, I'm just gonna refile it because I had, uh, the last one was [PII].
[AGENT][NEUTRAL] And the charge amount for that one?
[CUSTOMER][NEUTRAL] Um, $150 and it is the same, the remaining was $60.
[AGENT][NEUTRAL] OK alright let me look that one up real quick.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, and that one is not on file either.
[CUSTOMER][NEUTRAL] OK, because it looks like they tried to send it electronically. Some of the other ones we did get paid for. I'm just gonna refile those, OK, or do you all do call reference numbers [PII]?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're very welcome, Ms. [PII]. You have a great rest of your day and thanks for calling ATL.
[CUSTOMER][POSITIVE] You too thank you bye bye.