AccountId: 011433970860
ContactId: a093fa72-63eb-4ba5-9478-3e6a294ec553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183550 ms
Total Talk Time (AGENT): 55453 ms
Total Talk Time (CUSTOMER): 68837 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a093fa72-63eb-4ba5-9478-3e6a294ec553_20250606T18:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII], and I was needing help with the claim, please.
[AGENT][POSITIVE] Great, [PII]. I'm happy to check a claim. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02573210
[AGENT][NEUTRAL] Thank you. And do you have a good callback number for documentation?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Thank you data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do we have to build them out?
[CUSTOMER][NEUTRAL] Let me see let me back up on a date. The date of service is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 411 or [PII].
[CUSTOMER][NEUTRAL] And the bill, yeah, 4 11 4 16 let me change that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the bill was $179,174.84.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So we did get the claim on [PII]. Claim was processed [PII]. It was denied. We need the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Primary ELB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Oh, so you guys, uh, OK, because look like what you see the pending her to update her other coverage, so you guys are secondary.
[AGENT][NEUTRAL] Yes, ma'am. We are the secondary, yup.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, yeah, she's updating. We'll send a request for her to update the uh the coverage. Alright, OK, I will reach out to the member again thank you much and um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Did I get the claim number from you?
[AGENT][NEUTRAL] Absolutely, no, you didn't get it, but the claim number is 360.
[AGENT][NEUTRAL] 8019.
[CUSTOMER][NEUTRAL] OK, and I'm sorry and your name again?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][POSITIVE] Thank you much you have a great rest of your day.
[AGENT][NEUTRAL] You too bye bye.