AccountId: 011433970860
ContactId: caeb4348-80ce-419c-850f-a4b5f88b0b46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433200 ms
Total Talk Time (AGENT): 207461 ms
Total Talk Time (CUSTOMER): 120855 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/caeb4348-80ce-419c-850f-a4b5f88b0b46_20250127T21:23_UTC.wav
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[AGENT][NEUTRAL] Contacting. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Yes, thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I am [PII] calling from provider office to see claim status.
[AGENT][NEUTRAL] I have the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 01846260
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what date of service are you looking for for [PII]?
[CUSTOMER][NEUTRAL] Uh, the date of service is on [PII].
[AGENT][POSITIVE] OK, I appreciate that. And is there a, a particular build amount?
[CUSTOMER][NEUTRAL] Yeah, the bill amount.
[CUSTOMER][NEUTRAL] Uh $15,382 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just checking now.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like you're um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Your claim number is 352.
[AGENT][NEUTRAL] 6304. Now we process that we uh we received the claim, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, let me just check here.
[AGENT][NEUTRAL] I'm still just checking here. We received the claim on [PII]. We processed it on [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it paid a billed amount of $249.75.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's just a verification of the benefits. Um, that's how much you paid. It's a per calendar day benefit, and that was the maximum that it was paying that $249.75.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] It looks like the check was sent out on the [PII] and cashed on [PII].
[AGENT][NEUTRAL] So, uh, the check has been cashed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, just a second. Let me note it.
[CUSTOMER][NEUTRAL] OK. Uh, what was the payment amount? It's $249.76 right?
[AGENT][NEUTRAL] 75 cents.
[CUSTOMER][NEUTRAL] 75.
[CUSTOMER][NEUTRAL] Yeah yeah it's fine.
[CUSTOMER][NEUTRAL] OK. Actually, we have received it, but uh I'm checking on the balance of $666.25.
[AGENT][NEUTRAL] OK, so the, the um
[AGENT][NEUTRAL] The policy will only pay a certain amount of money per day and uh that, that check was the um the most that is, that is going to be paid. Now, if there's any additional fees uh that are due, um, you know, that's our contractual obligation was met with this particular claim. So you may want to talk to the uh to the insured, um, but, but we have already met our obligation on this, so there's nothing else that's going to be paid.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, let me note it.
[AGENT][NEUTRAL] Is there anything else that I can help with?
[CUSTOMER][NEUTRAL] Uh, I do have, uh, one more claim. Can you assist me on that?
[AGENT][NEUTRAL] Uh, yes, and what is that, uh, data service?
[CUSTOMER][NEUTRAL] Yes, the date of service is on [PII].
[CUSTOMER][NEUTRAL] With the amount of, yeah.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] $11,348.15.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, it looks like the check, excuse me, the claim number for this one is 35.
[AGENT][NEUTRAL] 367.
[AGENT][NEUTRAL] 63.
[AGENT][NEUTRAL] It looks like we received your claim.
[AGENT][NEUTRAL] Um, see.
[AGENT][NEUTRAL] I'm just checking here. It looks like we received your claim on uh.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I apologize. I'm still just looking here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We received your claim on the [PII]. We processed it on the [PII].
[AGENT][NEUTRAL] It looks like um a check for $463.10 was issued at that time. Um, now that uh particular check for $463.10.
[AGENT][NEUTRAL] Uh, was issued on the [PII] excuse me, the [PII], and it looks like the check was cashed on [PII]. So it looks like this, it has also been cashed. Now, the policy, as I mentioned before, pays a flat rate benefit.
[AGENT][NEUTRAL] So, again, this is gonna be one of those things where um if, if there's any additional fees, that's, that is, uh, you know, our contractual obligation was met uh with that check and if there's any additional fees, you may wish to talk to the, to the uh insured.
[CUSTOMER][NEUTRAL] OK, got it. Um, may I get the call reference on this call?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh, no. Uh, thank you, [PII]. Thank you for assisting me. Have a great day. Bye.
[AGENT][POSITIVE] OK, thanks for contacting AP. Have a good day