AccountId: 011433970860
ContactId: a05336d1-4e61-4365-9a90-a7f1f17cdf4d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 540179 ms
Total Talk Time (AGENT): 176063 ms
Total Talk Time (CUSTOMER): 151598 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/a05336d1-4e61-4365-9a90-a7f1f17cdf4d_20250523T13:58_UTC.wav
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[AGENT][NEUTRAL] My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] calling from the provider's office. I would like to check on a claim status.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Hello, thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII] calling from the provider's office. I would like to check on a claim status.
[CUSTOMER][NEUTRAL] Can you hear me? Hi, I'm calling from the provider's office. I connect claim status.
[AGENT][POSITIVE] Yes, thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you hear me? Hi, I'm calling from the provider's office.
[AGENT][NEUTRAL] Yes, hi, hi, I'm sorry, I was having trouble hearing you. Um, my name is [PII]. I'm with American Public Life. How can I help you?
[CUSTOMER][NEUTRAL] I would like to check on claim status.
[AGENT][NEUTRAL] I can help with the claim status. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is that policy number that we're looking at today, [PII]?
[CUSTOMER][NEGATIVE] Um, before I start, can you please spell out your name for me? And I'm facing very hard time hearing you.
[AGENT][NEUTRAL] Yes, I'm sorry. I can't, I'm I'm really having a hard time hearing you as well. It's um my name is [PII] and your um your policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It will be 02501611.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Again, the patient's name is [PII] for the date of birth of [PII].
[AGENT][NEUTRAL] Thank you. And uh is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, thank you. Um, what date of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] OK I have
[CUSTOMER][NEUTRAL] 4 data services.
[AGENT][NEUTRAL] OK, and what's the first date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] For the amount, $610 even.
[AGENT][NEUTRAL] OK. Um, let me just check here. Uh, [PII], excuse me just a moment.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, even he, we don't have a we don't have a date of service for [PII] for Al.
[AGENT][NEUTRAL] I, I don't have that claim.
[AGENT][NEUTRAL] So what do you know, do you know where you sent it to? Because we, we do have a new, uh, mailing address.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] OK. Can you check the next screen?
[AGENT][NEUTRAL] Uh, yes, what is the, the next one, please?
[CUSTOMER][NEUTRAL] OK. The data services um
[CUSTOMER][NEUTRAL] [PII] for the amount, $760 even.
[AGENT][NEUTRAL] OK, yes, give me a second, let me just check.
[AGENT][NEUTRAL] OK, your claim number.
[AGENT][NEUTRAL] And this is 359.
[AGENT][NEUTRAL] 458 6.
[AGENT][NEUTRAL] And it looks like we received your claim. Just let me check here really quickly.
[CUSTOMER][NEUTRAL] OK. Can you please repeat again? It's 35 or 25.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Yes yes.
[AGENT][NEUTRAL] Yes, the, the claim number is 359.
[AGENT][NEUTRAL] 458 6.
[AGENT][NEUTRAL] And we received your place.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the [PII] and we processed it on the [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Now we are a secondary or gap insurance.
[AGENT][NEUTRAL] And so what we need is the explanation of benefits from his major medical.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] In order to process the claim, so we need the explanation.
[CUSTOMER][NEUTRAL] OK, what do you need? The primary insurance you be.
[AGENT][NEUTRAL] That is correct, yes, if you will send that in to us, then we can finish processing this claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said that there was another data service that I could look at?
[CUSTOMER][NEUTRAL] OK, yes. So this claim number is for 109 of 2024 and for the bill amount?
[CUSTOMER][NEUTRAL] $710 payment, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] $760 even and the claim number will be 3594586.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you please double check once again if you don't mind because I see the claim number here as 2594586.
[AGENT][NEUTRAL] OK, sorry, you said that the same number that you have is is what again?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, uh, can you hear me?
[AGENT][NEUTRAL] Yes, uh huh. What, what claim number did you say that you had, you had?
[CUSTOMER][NEUTRAL] It's just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] 94594
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Now we do have another claim for that amount uh for [PII]. We also need the explanation of benefits for that as well.
[AGENT][NEUTRAL] So yes, we, we do show that claim as well.
[AGENT][NEUTRAL] But that is, uh, we need the explanation of benefits as well.
[CUSTOMER][NEUTRAL] OK, even that is for single of service, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And the bill amount is
[AGENT][NEUTRAL] OK, on that one we show the bill amount is 95.
[CUSTOMER][NEUTRAL] $250.
[AGENT][POSITIVE] Yes, on that 1 $250 that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the last date of service is [PII].
[AGENT][NEUTRAL] And the build out for that as well?
[CUSTOMER][NEUTRAL] It's $655 even.
[AGENT][NEUTRAL] OK, the, the claim number that I have is 359.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] 4592 and again this is we need the explanation of benefits to finish processing the claim so if we could get the explanation of benefits and.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Mm mm nothing else.
[AGENT][NEUTRAL] OK, OK. Well,
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Yes, my name is [PII], and the first letter of my last name is [PII], and we're gonna use that today's date as our reference.
[CUSTOMER][POSITIVE] Thank you. Thank you. Have a great day. Stay safe. Bye.
[AGENT][NEUTRAL] OK, well,
[AGENT][POSITIVE] Thank you for contacting ATM.