AccountId: 011433970860
ContactId: e16961f1-30ef-4317-9a70-f037a1364e06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219919 ms
Total Talk Time (AGENT): 84406 ms
Total Talk Time (CUSTOMER): 45441 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/e16961f1-30ef-4317-9a70-f037a1364e06_20250501T14:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to see if y'all made a payment on a patient's claim.
[AGENT][NEUTRAL] OK, I can check on that claim for you. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, it's.
[CUSTOMER][NEUTRAL] 00615476
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that uh bill amount?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It should be 1210.
[AGENT][NEUTRAL] OK, all right, thank you. One moment please.
[AGENT][NEUTRAL] What's the provider is this uh is it [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, alright, thank you for verifying that. So we did receive this claim.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] So we paid a benefit of $215.
[AGENT][NEUTRAL] The remaining amounts went towards their uh this patient's deductible.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, um, what's the patient's total portion that he owes?
[AGENT][NEUTRAL] Uh, one moment, let me see if I can get that.
[AGENT][NEUTRAL] And I can also send you a copy of this EOB if you need that.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so with the benefit that we paid, I'm showing that remaining balance at $995. However, we don't say what is technically patient responsibility, that would be up to the provider.
[CUSTOMER][NEUTRAL] OK, can I have the EOB sent to me?
[AGENT][NEUTRAL] Of course, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alrighty, I will get that sent now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, no, that's it.
[AGENT][POSITIVE] All right well thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too thank you.
[AGENT][POSITIVE] Thank you. Bye bye.