AccountId: 011433970860
ContactId: bfc62e72-9cf8-41d4-a799-5a4ed8932407
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310700 ms
Total Talk Time (AGENT): 129459 ms
Total Talk Time (CUSTOMER): 112781 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/bfc62e72-9cf8-41d4-a799-5a4ed8932407_20250129T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to check the status of several claims please.
[AGENT][POSITIVE] Yeah I can help you with your name?
[CUSTOMER][NEUTRAL] My name is [PII] and what did you say your name was?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] It's [PII], first initial and last name is [PII].
[AGENT][NEUTRAL] And what's the policy number on it?
[CUSTOMER][NEUTRAL] OK, the policy number is 02446510.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you can also check claim status on our online service center at secured. You did?
[CUSTOMER][NEUTRAL] I tried, but they require the last four digits of the primary insurer's social security number, and I don't have that.
[AGENT][NEUTRAL] OK, and then there is a quick search is a quick access as well, but you'll need the claim number, uh, if the claim is.
[CUSTOMER][NEUTRAL] And it
[CUSTOMER][NEUTRAL] Right, and I don't have that.
[AGENT][NEUTRAL] Right, yeah, you'll have to call us to get the claim number, OK.
[CUSTOMER][NEGATIVE] Kind of stuck between a rock and a hard place.
[AGENT][NEUTRAL] Yeah, exactly. Um, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, and we're checking a claim status.
[CUSTOMER][NEUTRAL] Please medical.
[AGENT][NEUTRAL] What it, what, OK, what's the date of service in charge and we can assist with the status?
[CUSTOMER][NEUTRAL] 11 $124371.
[AGENT][NEUTRAL] OK. Is this the only one for this patient?
[CUSTOMER][NEUTRAL] No, I have another one for this patient, 6424.
[AGENT][NEUTRAL] 6424.
[CUSTOMER][NEUTRAL] 6424 and that total is $259.
[AGENT][NEUTRAL] OK, you cut out, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I do not see the [PII] date of service.
[AGENT][NEUTRAL] On file
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I mean I mean [PII]. I, I wrote [PII], but I'm saying [PII] and I see [PII], but I don't see a [PII].
[CUSTOMER][NEUTRAL] I called on this claim on [PII] and I resubmitted it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I spoke with [PII] at the time.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] And I resubmitted it, but she did say that policy does not cover office visits.
[AGENT][NEUTRAL] Yeah, I do, I do see the [PII] for 259 denied as office visits are not covered. Now, did she give you the claim number or do you need the claim number?
[CUSTOMER][NEUTRAL] Um, I need a claim number please.
[AGENT][NEUTRAL] OK, so for [PII], the claim number is 350.
[AGENT][NEUTRAL] 9649.
[AGENT][NEUTRAL] And then we do not show the [PII] date of service received.
[CUSTOMER][NEUTRAL] OK, I'll resubmit that one, and can you check another patient for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Policy number.
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] 02446508
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a different um call reference number for each of these?
[AGENT][NEUTRAL] Mhm. It's gonna be my name in today's date for the entire call [PII] and first initial last is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright thank you.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And OK, I'm ready for the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And her date of service in charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh no yeah uh uh mm mm mm.
[CUSTOMER][NEUTRAL] Um, yeah, [PII]. I'm sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's for $259.
[AGENT][NEUTRAL] 259.
[AGENT][NEUTRAL] OK, we do have that one. It was denied as well as office visits are not covered by the patient's policy. Uh, the claim number is 35175.
[AGENT][NEUTRAL] 72.
[AGENT][NEUTRAL] And let's see when this was processed.
[AGENT][NEUTRAL] Uh, processed on [PII].
[CUSTOMER][NEUTRAL] OK, let me see if I have any more for you.
[CUSTOMER][NEUTRAL] Well I got you on the phone.
[CUSTOMER][NEUTRAL] Trying to get them all out at one time.
[CUSTOMER][NEUTRAL] That's all I got for your company.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] I thank you very much for your time.
[AGENT][POSITIVE] Oh, you're welcome and if no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][NEUTRAL] Uh, bye-bye.