AccountId: 011433970860
ContactId: c5f567f9-2fdd-43f9-86d5-fb5897e0bdd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159259 ms
Total Talk Time (AGENT): 70749 ms
Total Talk Time (CUSTOMER): 55694 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/c5f567f9-2fdd-43f9-86d5-fb5897e0bdd6_20250415T16:37_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] at Vasta Family Medicine. I need to check on some claims.
[AGENT][NEUTRAL] OK, [PII], I can help with the claim status. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 022984-445.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] We've got him as [PII], uh, date of birth [PII]. I noticed on this EOB I've got him listed as [PII].
[AGENT][NEUTRAL] Oh, OK. OK. And I'm sorry, you said his date of birth was?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is that first um claim that we're looking for? What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Is there a particular bill amount that I should look for?
[CUSTOMER][NEUTRAL] Uh bill amount is $504.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK looks like your claim number.
[AGENT][NEUTRAL] It's 342.
[AGENT][NEUTRAL] 6908.
[AGENT][NEUTRAL] That's 342-6908. It looks like we received your claim.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, I apologize. I'm just checking here.
[AGENT][NEUTRAL] It looks like we received your claim on the [PII] and we processed it on the [PII]. Now, the policy is uh just has benefits for in and out of hospital, um, durable medical labs, but then nothing for a physician's office.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] OK, so he has no coverage for his physician's office. That's what I was thinking when I seen this EOB for this one day that we actually did get an EOD. I've got several, so if it was done in our office, it's not gonna be covered just in our outpatient hospital.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Is that correct? OK, and your name was [PII]?
[AGENT][POSITIVE] Right, that, that is correct. That's correct, yes.
[CUSTOMER][NEUTRAL] Can I have a reference number? Uh-huh.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we'll use that in today's date as a reference. Is there anything else I can look up for you, [PII]?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, well thank you for contacting API.