AccountId: 011433970860
ContactId: dce3b0b2-3669-4666-b40f-d7efaa35d22c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389820 ms
Total Talk Time (AGENT): 94760 ms
Total Talk Time (CUSTOMER): 86634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/dce3b0b2-3669-4666-b40f-d7efaa35d22c_20250610T16:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, yeah, my name is [PII] and we provider office. I'm looking for claims.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] 02107801.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The name [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII], bill amount is $555.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] Uh, [PII], do you have the, uh, tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so I have one claim on file for this member from this provider to them, but it was for the amount of $292.
[CUSTOMER][NEUTRAL] OK. What is the claim number?
[AGENT][NEUTRAL] Uh, that is 359-365-4.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, uh, what is the reason?
[AGENT][NEGATIVE] Uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Not covered under the patient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please check CUB?
[AGENT][NEUTRAL] Of course, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And attention to my name, [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, no, [PII].
[AGENT][POSITIVE] Yes, OK, that's what I've got. OK, I'll go ahead and send that to you now. I should get it within about 10 minutes or so. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, uh, your name and qual numbers.
[AGENT][NEUTRAL] A reference number would just be my first name.
[CUSTOMER][NEUTRAL] And uh can we will it to the patient if it is under the patient plan?
[AGENT][NEUTRAL] We don't say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the reference number would just be my first name, last initial and today's date, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Uh, we cannot bill to the patient.
[AGENT][NEUTRAL] We do not say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course thank you I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. Bye bye.