AccountId: 011433970860
ContactId: a58be3f4-e757-4390-8990-ca8b2e2d91d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313220 ms
Total Talk Time (AGENT): 98456 ms
Total Talk Time (CUSTOMER): 87632 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/a58be3f4-e757-4390-8990-ca8b2e2d91d0_20250307T18:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] and I'm calling from the provider's office and I'm here for.
[AGENT][NEUTRAL] I cannot hear you. Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, hi. You can hear me now?
[AGENT][NEUTRAL] I can hear you now, yes. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi. My name is [PII] and I'm here for claims eligibility information.
[AGENT][NEUTRAL] OK, um, I didn't get your name. You sound like far away from the phone.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, just callback number [PII].
[AGENT][NEUTRAL] OK, and may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] I'm calling on behalf of Downtown Family Clinic.
[AGENT][NEUTRAL] OK, and what is the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number is 02574535.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] And may I know your name one more time, please?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial is [PII].
[CUSTOMER][POSITIVE] All right, got you.
[AGENT][NEUTRAL] OK. And may I have um patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient, yeah. Patient's first name is [PII]. Last name is [PII]. Date of birth gonna be [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, and what is um the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh yeah, just a second. Um,
[CUSTOMER][NEUTRAL] So date of service which I'm looking for today is [PII].
[AGENT][NEUTRAL] What is the amount on the account?
[CUSTOMER][NEUTRAL] [PII] total bill amount.
[AGENT][NEUTRAL] The amount. Mhm.
[CUSTOMER][NEUTRAL] Yeah, just allow me a sec.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Total bill amount $210 even.
[AGENT][NEUTRAL] 2. OK, let me see if I can find this claim. One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Have you.
[AGENT][NEUTRAL] Moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh firstly, may I know the patient eligibility? Is the patient is eligible or not?
[AGENT][NEUTRAL] Bear with me, uh, let me, let me do something here, OK? Bear with me. I'm working on it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 725. Let me see. There's no policy 34, no, no active during that time of service. OK, so this policy was effective [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And it is showing active at the moment. I don't see a policy for [PII], and I don't see that claim on file either.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] So no coverage for [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, yeah, so what is our call reference number?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right. Got it. Yeah, thanks, thanks for your help and providing me the information. Have a great rest of your day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well, and thank you for calling ATL. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye for now.