AccountId: 011433970860
ContactId: b080ad0a-97d4-4749-937e-6ed98661a752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 608919 ms
Total Talk Time (AGENT): 292362 ms
Total Talk Time (CUSTOMER): 228132 ms
Interruptions: 8
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b080ad0a-97d4-4749-937e-6ed98661a752_20250625T15:24_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling you from doctor office. I need to check the status.
[AGENT][NEUTRAL] I can help with the claim status card. What is that policy number, please?
[CUSTOMER][NEUTRAL] 025598
[CUSTOMER][NEUTRAL] 91
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is that please?
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I appreciate that. Thank you. Um, and what date of service are you looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] The service is [PII].
[AGENT][NEUTRAL] Is there a particular bill amount that I should be looking for?
[CUSTOMER][NEUTRAL] Yes. $225.02 even.
[AGENT][NEUTRAL] $225.02. OK, let's see what we can find here.
[AGENT][NEUTRAL] OK, and this is for an office.
[AGENT][NEUTRAL] So it looks like um.
[CUSTOMER][NEUTRAL] like
[AGENT][NEUTRAL] Your claim number on this.
[AGENT][NEUTRAL] Is 3609278. So that's 36.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 09278.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it looks like there was an amount paid on it. Just let me check here. Excuse me just a second. So first of all, it looks like we received your claim, uh, Sky on, um.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the [PII], excuse me, the [PII], we process it on the [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII]. He's a check for $100 that will be sent for this. Now this is the most that that will be paid for this um for this service, uh, the, the, um, policy is a limited benefit policy it will only pay that $100 and there's a check, a single paper check that was sent.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then check check.
[AGENT][NEUTRAL] And that check number is 204.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 99997.
[AGENT][POSITIVE] So that should be coming to you just any time.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And uh can you repeat the paid amount?
[AGENT][NEUTRAL] It's $100.
[CUSTOMER][NEUTRAL] $100 OK.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] And is there any patient responsibility?
[AGENT][NEUTRAL] Well, that would be whatever is, is, I mean, that's, that's our contractual obligation is that $100 and so I guess anything above that, um, but, uh, you know, I, I can't tell you to, to build the the patient.
[CUSTOMER][NEUTRAL] We see whatever
[CUSTOMER][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] Allowed amount.
[AGENT][NEUTRAL] $100?
[CUSTOMER][NEUTRAL] 100
[AGENT][NEUTRAL] And that is the amount of the check that you that you will be receiving.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It was a single payment?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Can you tell me the, when was this paper check issued and processed on?
[AGENT][NEUTRAL] It was issued on [PII].
[CUSTOMER][NEUTRAL] It was this issue on [PII] this week.
[CUSTOMER][NEUTRAL] And processed on
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was cleared on [PII] as well.
[AGENT][NEGATIVE] No, no, it was sent out on [PII], but I don't think it's cleared it, it's uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] You know, it's probably still in transit to you.
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] Oh, so it's not.
[CUSTOMER][NEUTRAL] Still in processing, right?
[AGENT][NEUTRAL] Yeah, probably still in processing.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And you said your name was?
[AGENT][NEUTRAL] My name is [PII], and the first [PII]. We use that today's date as a reference. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] My name
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Um, yeah, can you spell your name, please?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And last name initial [PII], right?
[AGENT][POSITIVE] It's [PII], that is correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. And you said your, the call reference number would be your name.
[AGENT][POSITIVE] Uh, that's correct. That's correct, yes.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can you tell me the time it's showing your PC right now.
[AGENT][NEUTRAL] Can, I'm sorry, can I tell you what?
[CUSTOMER][NEUTRAL] The current time.
[AGENT][NEUTRAL] Oh, it's [PII]. Uh, we are, uh, we are, uh, Central Standard Time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Can you send me the UV?
[AGENT][NEUTRAL] Uh, uh, now, I beg your pardon, um, I'm sorry, I didn't hear you.
[CUSTOMER][NEUTRAL] The explanation of benefits, can you send me?
[AGENT][POSITIVE] Yes, yes, it's in the mail to you you're gonna be getting it.
[CUSTOMER][POSITIVE] Yes, yes, just we're gonna.
[CUSTOMER][NEUTRAL] When
[AGENT][NEUTRAL] Well, the, the, uh, claim went out on the [PII], as I mentioned before. It would have gone out in the mail though on the [PII] because the [PII] was a Friday, so, uh, you should be getting it just any time, but I'm, I'm afraid I don't know, you know, if we have to rely on the mail for that, so you should be getting it just any time.
[CUSTOMER][NEUTRAL] We[PII]
[CUSTOMER][NEUTRAL] OK so.
[CUSTOMER][NEUTRAL] Uh, can you send me through
[CUSTOMER][NEUTRAL] Fax or email again because we haven't received anything.
[AGENT][NEUTRAL] Well, you probably wouldn't have, uh, because it was just sent last week, but if you want to, um, if you want me to fax you another copy of it, I can do that.
[CUSTOMER][NEUTRAL] OK um you wanna go back to.
[CUSTOMER][POSITIVE] Uh, yeah, that would be great.
[AGENT][NEUTRAL] And what is your fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I've got [PII]. Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Is there
[CUSTOMER][NEUTRAL] Can you put the attention to my name?
[AGENT][POSITIVE] Uh, yes, I certainly can. And do you mind spelling it for me, please?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII]. Last name initial, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I can certainly do that.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. I got uh one more data service.
[AGENT][NEUTRAL] Well, I'll go ahead and send it to you.
[AGENT][NEUTRAL] OK, is this for the same individual?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what date of service is that going to be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there a particular building amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. It's $625 even.
[AGENT][NEUTRAL] $625.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, the claim on this one?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It's 360688887.
[CUSTOMER][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 887.
[AGENT][NEUTRAL] And it looks like um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see we have here.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, that claim was received on [PII].
[CUSTOMER][NEUTRAL] OK, that payment was received on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] Now, a single paper check.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEGATIVE] Would have been sent for this in the amount of $100.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So that check number is 2047098.
[AGENT][NEUTRAL] And it looks like it went, uh, it went out on the mail in the mail on the [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Now, if you have not received that yet.
[AGENT][NEUTRAL] Uh, then what I can do is I can, um, fax you a copy of the EOB, uh, but the, but the check, we have to wait 30 days before the check can be reissued. But if you haven't received this, um, the EOB on this, I can send you the EOB again.
[CUSTOMER][POSITIVE] Yeah, that would be great.
[AGENT][NEUTRAL] OK, I'm going to be sending it to the same fax number, uh, which is um [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] How much.
[CUSTOMER][NEUTRAL] Oh yeah. You said the claim number is 36068887, right?
[AGENT][POSITIVE] Uh, yes, 36068887. That is correct.
[CUSTOMER][NEUTRAL] Got it. And there is no clear date for this one as well?
[AGENT][NEUTRAL] Uh, no, not yet, um, but you know you did it this was sent out, so that's.
[AGENT][NEUTRAL] Uh, if you haven't received it yet then, then we will, um.
[AGENT][NEUTRAL] You know we have to wait 30 days before we can reprocess it, but I can send you the EOB.
[CUSTOMER][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] Uh, I think that will be all then.
[AGENT][POSITIVE] OK, well thank you for contacting ATL. You have a very good afternoon.