AccountId: 011433970860
ContactId: a6bddeb4-567d-423c-8521-ba945e8c2124
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322079 ms
Total Talk Time (AGENT): 114434 ms
Total Talk Time (CUSTOMER): 84271 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/a6bddeb4-567d-423c-8521-ba945e8c2124_20250521T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is uh [PII]. I'm from the medical provider's office. Could you please assist me with the claims?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and then, uh, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh number I have.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Uh, I have 01849.
[CUSTOMER][NEUTRAL] 205, M as in Mary, Lima, number 8.
[AGENT][NEUTRAL] And then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member is [PII]. Date of birth, uh [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, single date in question, uh, [PII].
[AGENT][NEUTRAL] [PII] and then uh do you have that bill amount?
[CUSTOMER][NEUTRAL] $190 even.
[AGENT][NEUTRAL] OK and then do you have the uh tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes. Uh [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] Was that remaining balance after a major medical paid Vincent, was that $60?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so we did receive this claim and we did pay that benefit of $60. Uh, did you want me to go ahead and give you that, uh, claim number?
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, that is 357 5.
[AGENT][NEUTRAL] 038.
[CUSTOMER][NEUTRAL] All right. Uh, please assist me with the claim receive date and the process date.
[AGENT][NEUTRAL] Mhm, so this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] And you have a payment information like the check number and the paid amount?
[AGENT][NEUTRAL] Of course, absolutely, um, so that check number is 2032.
[AGENT][NEUTRAL] 647.
[AGENT][NEUTRAL] And it was a single check in the amount of $60.
[CUSTOMER][NEUTRAL] So paper check.
[AGENT][NEUTRAL] A single check, yes.
[CUSTOMER][NEUTRAL] Uh, no. Is it a paper check or electronic payment?
[AGENT][NEUTRAL] Oh sorry, uh, paper check, yes, it was sent in the mail. I'm showing this check was issued, uh, [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And I am showing the check did clear on [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And finally, could you able us to fax me the copy of COB?
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. Uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] Alright, I will go ahead and get that sent to you now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] That's it. I really appreciate uh the call reference number, that's it.
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. And so my name is spelled [PII]
[CUSTOMER][POSITIVE] All right, thanks a lot. You have a great day.
[AGENT][POSITIVE] Of course. Thank you, you too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.