AccountId: 011433970860
ContactId: b8815a78-1734-4419-b8fe-269d02c168df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276899 ms
Total Talk Time (AGENT): 86577 ms
Total Talk Time (CUSTOMER): 125747 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b8815a78-1734-4419-b8fe-269d02c168df_20250319T15:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I'm calling from the provider's office.
[CUSTOMER][NEUTRAL] To check on the status uh for the fax we have sent, uh, could you please help me out with that?
[AGENT][NEUTRAL] OK, I'm happy to check on the status of a claim. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Mm, yes, certainly. Uh, the patient's policy number is 0248.
[CUSTOMER][NEUTRAL] 7974
[AGENT][NEUTRAL] 02487974. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct. Mhm
[AGENT][POSITIVE] Thank you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Can I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient's name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And then what is the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII], that is [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] Uh, the total charges are $4,518 and yeah, 4 $4,518 even.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Uh, just a moment. Uh, you mean to say the PDR amount?
[AGENT][NEUTRAL] The amount remaining after the primary insurance paid.
[CUSTOMER][NEUTRAL] Uh, after, uh, that would be 1641.96.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEGATIVE] So, uh, the thing is, uh, [PII], that, uh, we did receive uh, uh, denial on this one stating that a primary UOB is required.
[CUSTOMER][NEUTRAL] And for that purpose, we had, uh, I mean, uh we sent uh the required documents on [PII].
[CUSTOMER][NEUTRAL] Mm, through fax.
[AGENT][NEUTRAL] So I'm showing that we did receive that [PII]. There was a benefit payment sent in the amount of $1,641.96.
[AGENT][NEUTRAL] This claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Uh, and what claim number?
[AGENT][NEUTRAL] Claim number is 3573834.
[CUSTOMER][NEUTRAL] OK. Uh 3573834. OK. So the whole, the entire amount which was um
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Applied towards the PDR has been paid, right?
[AGENT][NEUTRAL] The amount paid was $1,641.96.
[CUSTOMER][NEUTRAL] OK, yeah. Uh, all right, uh, yeah, um, that's what I was, um, OK, um, and, uh, may I know the pay details? How was it paid and?
[AGENT][NEUTRAL] It was a single check.
[AGENT][NEUTRAL] And the check number is 203.
[AGENT][NEUTRAL] 2363.
[CUSTOMER][NEUTRAL] 63, um, um, and is there an issue date for that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check was issued [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. So, uh, the thing is, uh, sir, we have not received any EOB for this purpose. Is it possible for you to send us the UOB through fax?
[AGENT][NEUTRAL] Yeah, what's a good fax number?
[CUSTOMER][NEUTRAL] OK, uh, the fax number is.
[CUSTOMER][NEUTRAL] [PII]. And you can send it to my attention that is uh [PII]
[AGENT][NEUTRAL] OK. That is on its way. You should be there in about 5 minutes. Is there anything else I can check on for you today?
[CUSTOMER][POSITIVE] Oh no, that's all I was looking for, for this number. Thank you so much uh for your assistance, though.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] Mhm. You too. Have a good day. Bye-bye. Thank you.
[AGENT][NEUTRAL] Bye-bye.