AccountId: 011433970860
ContactId: a4e871f6-eabb-4042-a969-0294364c040c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184580 ms
Total Talk Time (AGENT): 80714 ms
Total Talk Time (CUSTOMER): 66386 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a4e871f6-eabb-4042-a969-0294364c040c_20250617T14:31_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, I was calling to see if I could get claim information for one of our patients.
[AGENT][NEUTRAL] I can certainly help with claim information. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh, [PII], thank you. And what is that, um, policy number that we're looking at this morning?
[CUSTOMER][NEUTRAL] It's 02573900.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you. Um,
[AGENT][NEUTRAL] Is there a data service?
[AGENT][NEUTRAL] That I can look at, please?
[CUSTOMER][NEUTRAL] Uh, just
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is there a building out that I should?
[CUSTOMER][NEUTRAL] 3:49.
[CUSTOMER][NEUTRAL] I have the the claim number.
[AGENT][NEUTRAL] Yes, um, is it, uh, 354-6336?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So we received the EOB but it didn't tell us like it only said that it paid the 75 it um we needed to know what the like patient responsibility was and if there was like an adjusted amount.
[AGENT][NEUTRAL] Uh, the patient responsibility is anything that is above and beyond what we paid for it. The policy only pays $75 for this type of service. It's a limited benefit hospital indemnity policy, [PII], so it's, it's only gonna pay a very small amount of money. Um, so anything above and beyond that, uh, it, it, uh, the only thing I can tell you is that our, uh, contractual obligation was met with that $75. Now because this isn't major medical.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it's possible that the insured has another policy. Sometimes they do. Uh, so you may want to contact them, but that's really the only thing I can tell you about, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, yeah, I just wanted to make sure that there wasn't like a like a deductible amount or co-pay amount or anything like that.
[AGENT][NEUTRAL] And that's the claim.
[AGENT][NEGATIVE] No, no, not at all. No, this is not at all. No. This, it just doesn't pay much on me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else at all I can help with?
[CUSTOMER][NEUTRAL] Um, no, can I just get a call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII], and the review.
[CUSTOMER][POSITIVE] All right, thank you for your help.
[AGENT][POSITIVE] Thank you for contacting