AccountId: 011433970860
ContactId: ccd37e63-b358-4ca0-91b4-583ab53510c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289019 ms
Total Talk Time (AGENT): 105024 ms
Total Talk Time (CUSTOMER): 98240 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ccd37e63-b358-4ca0-91b4-583ab53510c3_20250519T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, my name is [PII], and I'm calling to check claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Um, yeah, sure, thank you. It's 02519004.
[AGENT][NEUTRAL] All right, thank you for that. And then what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then data service?
[CUSTOMER][NEUTRAL] OK, the first one that I got here is 44.
[CUSTOMER][NEUTRAL] 5, bill amount is $900 even.
[AGENT][NEUTRAL] And I'm sorry, the phone cut out. Did you say [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount was $900.
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] OK. Do we have a different amount after primary paid?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me check here, yeah, just allow me a second here, mm mm mm.
[CUSTOMER][NEUTRAL] OK, I got them.
[CUSTOMER][NEUTRAL] You guys.
[CUSTOMER][NEUTRAL] Um, yes, $75.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your
[AGENT][NEUTRAL] Thank you for your patience on that. So it looks like we did receive a claim for that date of service. Uh, looks like the claim was received on [PII]. It was just processed today. There was a benefit payment sent in the amount of $75.
[CUSTOMER][NEUTRAL] OK, a payment of $75.
[AGENT][NEUTRAL] Mhm. It was just processed today. It'll be in a single check. There's not a check number or anything yet.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, OK, got it. I will, I will allow it a few days. Um, can I get the claim number please?
[AGENT][NEUTRAL] Mhm. Claim number is 3602547.
[CUSTOMER][POSITIVE] OK, got it, thank you so much, and can we please check for a different date of service?
[AGENT][NEUTRAL] Mhm. What was the other one?
[CUSTOMER][NEUTRAL] OK, thank you. It's [PII]. Uh balance after primary insurance payment is $25.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so we did receive a claim for this state of service claim was received on [PII].
[AGENT][NEUTRAL] And process same date [PII]. It was denied, office visits are not covered under the member policy.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let me document it that under.
[CUSTOMER][NEUTRAL] OK, got it. Can I have uh the claim number for that one?
[AGENT][NEUTRAL] 3602558
[CUSTOMER][POSITIVE] OK, got it thank you so much for that information. um I think that will be all. Is there any um reference number that I can get?
[AGENT][NEUTRAL] Mhm. Call references my name with my last initial in today's date. My name again is [PII], that's [PII] My last initial is going to be [PII].
[CUSTOMER][POSITIVE] Mm, OK, got it, thank you so much for that sir.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Bye bye.