AccountId: 011433970860
ContactId: d349affb-4975-45b8-9404-5dc497767bca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183940 ms
Total Talk Time (AGENT): 69468 ms
Total Talk Time (CUSTOMER): 112348 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d349affb-4975-45b8-9404-5dc497767bca_20250320T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], good morning. How are you this morning?
[AGENT][POSITIVE] I'm doing well. How are you doing today?
[CUSTOMER][POSITIVE] I'm awesome. It's almost Friday, so just trying to make it through today.
[AGENT][POSITIVE] Good. Woohoo, yes.
[AGENT][NEUTRAL] It's Friday eve.
[CUSTOMER][NEUTRAL] Oh my, yes, yes ma'am. Well, the reason for my call this morning, [PII], um, I'm calling from Nicholas and Nicholas Children's and uh we received the check here um for as payment and the provider wants to know is there a way we can set up an EFT.
[CUSTOMER][NEUTRAL] For any future payments.
[AGENT][NEUTRAL] No, ma'am, we don't do EFT for payments. We only send checks.
[CUSTOMER][NEUTRAL] Checks, OK, um, and so because it's only check I'm, I'm guessing I'm assuming that you guys don't set up, um, ERA either electronic uh remittance.
[AGENT][NEUTRAL] No, ma'am. Um,
[CUSTOMER][NEUTRAL] The ERA's like the EOBs, OK.
[AGENT][NEUTRAL] The EOBs, um, now we do have a payer ID number that you can send, um, claims electronically.
[CUSTOMER][NEUTRAL] OK, do you have that number, that payer ID?
[AGENT][NEUTRAL] You know if you were to send, yes.
[AGENT][NEUTRAL] It's 60801.
[AGENT][NEUTRAL] And what is your name and call back number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] My name is [PII], callback number [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII]. You're welcome.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I will notate, I will notate and let the provider know that that is not available and we will continue to receive paper uh paper checks. They're trying to get away from paper because you know it's so easy for people to, you know, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Scam and steal and you know, get lost in the mail and things like that, but.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Now, I'm not saying that it won't happen in the future. It could happen in the future cause we are doing a lot of improvements and um changes to help our providers and our insured. So, but as of right now, it would have to be a check.
[CUSTOMER][NEUTRAL] But it is what it is.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that's, that's totally fine. I will go ahead and notate this, uh, patient's account and let the provider know. Is there a reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK, [PII], is that with a [PII] or an IE or an [PII]?
[AGENT][NEUTRAL] A [PII]
[CUSTOMER][POSITIVE] OK. Alrighty. Well, thank you so much, [PII]. You have an amazing rest of your day.
[AGENT][POSITIVE] You too, Ms. [PII], and I hope you have a wonderful weekend. We're almost there.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Oh, almost. thank you so much, [PII]. Have a good one. Bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye, ma'am.