AccountId: 011433970860
ContactId: c734fd6d-e11e-4ed7-a6d9-906ff16bd40e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256350 ms
Total Talk Time (AGENT): 113117 ms
Total Talk Time (CUSTOMER): 142896 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/c734fd6d-e11e-4ed7-a6d9-906ff16bd40e_20250505T16:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for a claims status, please.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, and then I
[CUSTOMER][NEGATIVE] Yeah, it doesn't want
[CUSTOMER][NEUTRAL] [PII] 1 2nd please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 01720244.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] how are you?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you. I found her in our system. Um, what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Today, uh, for a computer she can come in if she wants to come in early.
[CUSTOMER][NEUTRAL] The data of service is 124-2024 with the total charge of $1,943.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. um, how was the claim submitted?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] By Fox.
[CUSTOMER][NEUTRAL] At 187365-9423.
[AGENT][NEUTRAL] Well, there's 2 7s, 18773659423.
[CUSTOMER][NEUTRAL] OK, and you don't have it on file.
[AGENT][NEUTRAL] Right, I don't show the claim on file.
[CUSTOMER][NEUTRAL] OK, uh, [PII], can you please help me because the patient is coming back for a procedure in the office, can you verify the benefits I'm here for the patient please? Does she has coverage in office in office? She's gonna have an in office procedure.
[AGENT][NEUTRAL] Um, yes, ma'am. I just submit I you the.
[AGENT][POSITIVE] Sure, I'll check for you.
[AGENT][NEUTRAL] OK, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII]. The policy is still active and for services provided in office, we cover up to $1500 per calendar year um for the coinsurance and the deductible, but the copay is not covered.
[CUSTOMER][NEUTRAL] it's pretty different.
[CUSTOMER][NEUTRAL] I mean he's more
[CUSTOMER][NEUTRAL] I'm gonna send her for 3 days.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] It's 9.
[CUSTOMER][NEUTRAL] I would say
[CUSTOMER][NEUTRAL] OK, does she have any available because the claim that I, uh, faxed that you cannot find is for [PII]. Does she have any available?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Still for [PII] and also how much does she has available for [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. For [PII], let's see.
[CUSTOMER][NEUTRAL] He likes to come through because the.
[AGENT][NEUTRAL] OK. For [PII], we cover up to $1500 and so far she's used $250. So she has $1250 remaining.
[CUSTOMER][NEUTRAL] So I and her for her at the same time.
[CUSTOMER][NEUTRAL] So you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII] and [PII], let's see.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. She didn't use any of her 2024 benefits. So the full 1500 is available for [PII].
[CUSTOMER][POSITIVE] Available perfect. Can I have a reference number for the call, Ay, please?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is spelled [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] This is my first time.
[CUSTOMER][POSITIVE] No, no, thank you very much. Have a good day bye bye. Bye bye, ma'am.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.