AccountId: 011433970860
ContactId: bc5699f7-9e36-4844-9777-9c1aaf11723a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215899 ms
Total Talk Time (AGENT): 101972 ms
Total Talk Time (CUSTOMER): 72893 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bc5699f7-9e36-4844-9777-9c1aaf11723a_20250117T21:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yeah, I had submitted a claim, um, a week or so back, and I just wanted to confirm that you guys have that in your system, and I also wanted to double check because when I originally called the insurance company they said not to pay my bills and that you guys would pay it but then I talked to someone else who said I should pay it and you guys will reimburse me so I just wanna confirm what I should do before I get any late charges.
[AGENT][NEUTRAL] Of course. Um, what is your policy number, please?
[CUSTOMER][NEUTRAL] Let me pull it up really quick.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] 683.
[CUSTOMER][NEUTRAL] 061020
[AGENT][NEUTRAL] OK, and this is your social security number or your policy number? Um.
[CUSTOMER][NEUTRAL] Oh, that's my policy number.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK. And how do you spell your last name, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] And your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Well, I'm looking this up, if I could just get a callback number from you, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] Yeah [PII].
[AGENT][POSITIVE] Thank you very much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we show your policy number is 0256.
[AGENT][NEUTRAL] 265-7. That's your health uh insurance. And let's see, uh, this is a claim for, for you, is that correct?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] And what was that policy number again? And I know I did get a new card, so I'm wondering if that changed.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Sure, it's 02.
[AGENT][NEUTRAL] 56
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 265 7.
[CUSTOMER][POSITIVE] Perfect. OK.
[AGENT][NEUTRAL] OK. So what we did was, uh, we received a claim uh for two dates of service, [PII].
[AGENT][NEUTRAL] Does that sound right? OK. So, um, those are going to be processed and, uh, so anytime that you have a claim, um, you want to go ahead and, and, and, you know, rather than waiting for us to pay the bill, you always want to go ahead and, and make arrangements with your, with your provider. Um, we do have it. Um, we will be sending you an explanation of benefits once it's uh completed, um, but, uh, I don't know whether it is um.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, it's just really better if you just go ahead and, and take care of the bill yourself rather than waiting for us to, to take it. So, but yes, uh, you should be hearing from us, uh, it looks like we, we got that, uh, somewhere on the [PII], so you should be getting that EOB from us just any time.
[CUSTOMER][POSITIVE] Yeah that makes sense.
[CUSTOMER][NEUTRAL] OK perfect I just wanna make sure because when I first called in I had to jump through a few hoops and I think I talked to the wrong people at the wrong place so I just wanna make sure that you guys have that the right thing and then I will go ahead and just pay those um and then wait to hear about any type of reimbursement.
[AGENT][NEUTRAL] Yes, is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] Nope, that should do it.
[AGENT][POSITIVE] OK, well, thank you for contacting EPO. You have a very good day.