AccountId: 011433970860
ContactId: ada2be5d-bce4-4141-b8ab-fcfe802289c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203139 ms
Total Talk Time (AGENT): 90288 ms
Total Talk Time (CUSTOMER): 53242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ada2be5d-bce4-4141-b8ab-fcfe802289c7_20250227T19:42_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from Next Level Urgent Care. I want to check claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 02558551.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK. And do, excuse me, do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII], the bill amount is $549.25.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. And
[AGENT][NEUTRAL] While I'm looking up claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][NEUTRAL] It's secure, sorry, I lost that.
[AGENT][NEUTRAL] Uh yes, ma'am. Secured [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Next level urgent care MV.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show on this claim, it looks like we paid $100 and with that payment it matched the benefit for the data service.
[AGENT][NEUTRAL] And this processed on.
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] [PII] and the other amount, I guess it's patient responsibility.
[AGENT][NEUTRAL] Well, those were processes benefits of Max with the for the data service with the payment I claim it max the benefits for the date.
[CUSTOMER][NEUTRAL] OK, can I have the claim number please?
[AGENT][NEUTRAL] Uh, yes, ma'am. 201, 0, I'm sorry, that's wrong. 352-6882.
[CUSTOMER][POSITIVE] 6882. Thank you very much for your help. Just a call reference, please.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you, thank you very much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. You you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye.