AccountId: 011433970860
ContactId: d2272f38-a845-4d8b-9527-fae6ac764959
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2203320 ms
Total Talk Time (AGENT): 410455 ms
Total Talk Time (CUSTOMER): 214861 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d2272f38-a845-4d8b-9527-fae6ac764959_20250130T18:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] The status on which patient please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what was that again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 91744.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $307 even.
[AGENT][NEUTRAL] $307 even?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and what is the charge amount after the primary insurance that's paid their part?
[CUSTOMER][NEUTRAL] Uh, it's $50 even.
[AGENT][NEUTRAL] I'm sorry, you're gonna have to repeat that. The phone glitched.
[CUSTOMER][NEUTRAL] $50 even.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Medicine clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up that claim for you, and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking on that data service of [PII] and the amount of $307 with a $50 remaining balance, I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Could you please verify the mailing address?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK. May I know the number affected date and term date?
[AGENT][NEUTRAL] There is not a termination date because the policy is active. The effective date is [PII].
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] The effective date is.
[AGENT][NEUTRAL] For [PII] and no termination date.
[AGENT][NEUTRAL] The policy is active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. For [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] May I know the timely selling limit?
[AGENT][NEUTRAL] There isn't one.
[CUSTOMER][NEUTRAL] No time he.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. I have 3 more claims. Could you please help me with that?
[AGENT][NEUTRAL] OK, is that for the same patient?
[CUSTOMER][NEUTRAL] No, it's different.
[AGENT][NEUTRAL] OK, what's the next patient's name?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, what is the next patient's name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is the policy number?
[CUSTOMER][NEUTRAL] 02279404.
[AGENT][NEUTRAL] OK, and then what is the data service?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount, $84 even.
[AGENT][NEUTRAL] Large amount?
[AGENT][NEUTRAL] OK, let me see if I can find him.
[AGENT][NEUTRAL] OK and then what is the uh charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] $51.29.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] It's the clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold again while I look up this claim for you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for holding for me. I do find the claim. The claim number is 349.
[AGENT][NEUTRAL] 8646.
[AGENT][NEUTRAL] The claim was paid $51.29.
[AGENT][NEUTRAL] With check number 1870652.
[AGENT][NEUTRAL] The issue date was [PII] and the check.
[AGENT][POSITIVE] It's still outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please reissue the check?
[AGENT][NEUTRAL] Yes, let me put you on a hold so I can get that request in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, thank you [PII] for holding for me. I do have that request in to void that check and reissue for you.
[CUSTOMER][NEUTRAL] OK. May I know when the claim was received and processed?
[AGENT][NEUTRAL] Uh, let me look for you real quick.
[AGENT][NEUTRAL] The claim was received on [PII] and processed on [PII].
[CUSTOMER][POSITIVE] OK, thank you one moment.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Yeah, thank you [PII] with the next one. The next one will be the same number.
[AGENT][NEUTRAL] OK, same member, what is the date of service?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The same date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is the amount of the client?
[CUSTOMER][NEUTRAL] 10 $126.
[AGENT][NEUTRAL] 126,000.
[CUSTOMER][NEUTRAL] $126 even.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and what is the amount after primary paid their part?
[CUSTOMER][NEUTRAL] $79.58.
[AGENT][NEUTRAL] Thank you and then what is the name of the facility?
[CUSTOMER][NEUTRAL] That's the clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold ag[PII]. I'm gonna look that claim up for you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding for me. I am found the claim. The claim number is 349-862-0.
[AGENT][NEUTRAL] Claim was paid $79.58.
[AGENT][NEUTRAL] With check number 1,870,650.
[CUSTOMER][NEUTRAL] Uh, sorry.
[CUSTOMER][NEUTRAL] Yeah, uh, your voice is breaking. What is the check number?
[AGENT][NEUTRAL] 1,870,650
[AGENT][POSITIVE] The check is still outstanding.
[AGENT][NEUTRAL] The issue date was [PII].
[AGENT][NEUTRAL] And let me look real quick for your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Process date real quick.
[AGENT][NEUTRAL] Claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please reissue the check?
[AGENT][NEUTRAL] Yes, let me put you on a hold and get that request for you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I've got that request in for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, the turnaround time?
[AGENT][NEUTRAL] Uh, 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, telling me the last one.
[AGENT][NEUTRAL] OK. Is it for the same patient?
[CUSTOMER][NEUTRAL] Uh, it's different.
[AGENT][NEUTRAL] OK. What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what's in this's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] 01742615.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the data service for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $80
[AGENT][NEUTRAL] And then what is the charges after primary paid their part?
[CUSTOMER][NEUTRAL] $42.96.
[AGENT][NEUTRAL] OK, and the name of the facility?
[CUSTOMER][NEUTRAL] That's the clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on hold and look up that claim for you. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK thank you for holding for me I did find the claim for you.
[AGENT][NEUTRAL] The claim number is 3495525.
[AGENT][NEUTRAL] The claim was paid $42.96.
[AGENT][NEUTRAL] With check number one.
[CUSTOMER][NEUTRAL] Sorry, uh,
[CUSTOMER][NEUTRAL] The claim number 349555, right?
[AGENT][NEUTRAL] 3495525
[CUSTOMER][NEUTRAL] 552. OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and.
[AGENT][NEUTRAL] The claim was paid $42.96.
[AGENT][NEUTRAL] The check number is 1869258.
[AGENT][POSITIVE] The check is still outstanding.
[AGENT][NEUTRAL] The issue date was [PII].
[AGENT][NEUTRAL] And let me get you the process date.
[AGENT][NEUTRAL] Uh, the claim was received on [PII] and processed on [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Could you please reissue the check?
[AGENT][NEUTRAL] Yes, I'm gonna put you on hold and get that.
[AGENT][NEUTRAL] Request for you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Come on, house work.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding I've got that request in for you to void and reissue the check.
[CUSTOMER][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Is it a single check or bulk?
[AGENT][NEUTRAL] A single
[CUSTOMER][NEUTRAL] Uh, previous all to also single checks, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Could you please verify the pay to address?
[AGENT][NEUTRAL] Yes, the pay to for the.
[AGENT][NEUTRAL] The last one, the last check?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid to Mercy Clinic Heart and Vascular.
[AGENT][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And previous to also for same address.
[AGENT][NEUTRAL] Let me check for you.
[AGENT][NEUTRAL] Yes, the previous ones had the same address.
[CUSTOMER][NEUTRAL] Uh, the previous one is 621 or 625?
[AGENT][NEUTRAL] OK, on check number 1870652.
[AGENT][NEUTRAL] The address was [PII].
[AGENT][NEUTRAL] The next check number.
[AGENT][NEUTRAL] 1,870,650 was paid to I'm sorry was paid to 621.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] May I know the call reference?
[AGENT][NEUTRAL] Yes, you can use my name it's [PII] and today's date.
[CUSTOMER][POSITIVE] Yeah thank you thank you for providing this information. That's all for today. Have a good day.
[AGENT][POSITIVE] You have a good day too, [PII]. Thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye-bye.