AccountId: 011433970860
ContactId: d9b04fa2-2e4b-445a-8a83-1473d9424ffc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182740 ms
Total Talk Time (AGENT): 79348 ms
Total Talk Time (CUSTOMER): 61498 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/d9b04fa2-2e4b-445a-8a83-1473d9424ffc_20250611T22:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm calling from a provider's office to see if you received a claim.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Hey [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, I think this is 01927993.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK and then do you have that uh build amount?
[CUSTOMER][NEUTRAL] $330?
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], I'm sorry, what was the name of the, uh, provider's office this was with?
[CUSTOMER][NEUTRAL] Saint Charles Medical Group.
[AGENT][NEUTRAL] OK, thank you. So it does look like we received this claim, uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] If you'd like, I can send you a copy of this EOB.
[CUSTOMER][NEUTRAL] Do you have a
[AGENT][NEUTRAL] I'm sorry, yes, I can give you that claim number as well.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Sure, that claim number is 3581.
[AGENT][NEUTRAL] 716.
[CUSTOMER][NEUTRAL] 716.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and would that go to patient responsibility then?
[AGENT][NEUTRAL] So we do not say what is patient responsibility that would be up to the provider.
[CUSTOMER][POSITIVE] OK. All right, well thank you so much have a great day.
[AGENT][NEUTRAL] Sure, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] I know I was on your portal trying to find the claim and it said no claim found. Did I do something wrong or?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] It can be a bit difficult, no ma'am so our website did undergo quite a big change um as of last week so that being said I'm sure there's quite a bit of bugs and stuff um and I do apologize for that hopefully it should all work out pretty soon but yes, uh, when in doubt you can always give us a call.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you. Have a good day. Thanks.
[AGENT][POSITIVE] All right, of course you too thank you bye bye.
[CUSTOMER][NEUTRAL] OK, bye bye.