AccountId: 011433970860
ContactId: e283d8a1-aa41-476a-9113-bc7cd8cbd755
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336269 ms
Total Talk Time (AGENT): 135207 ms
Total Talk Time (CUSTOMER): 96758 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/e283d8a1-aa41-476a-9113-bc7cd8cbd755_20250530T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] [PII], OK, sorry, um, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII]. Could you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] And then what was that policy number please?
[CUSTOMER][NEUTRAL] OK. The policy number I have here, it's 1896483.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] I mean, patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The services of [PII], bill the amount of $60 even. [PII].
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, uh, so I will tell you, [PII] that this.
[AGENT][NEUTRAL] Lets see terminated [PII] and I did just check to see uh she does not have any or did not have any policies active during that date of service did you still want me to check to see if we received this claim?
[CUSTOMER][NEUTRAL] Uh, yes, for my documentation I need to do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. All right, one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, uh, so we did receive this claim, of course we were unable to pay a benefit as the services were rendered after the policy was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the received date?
[AGENT][NEUTRAL] Did you need that claim number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, claim number is 35.
[AGENT][NEUTRAL] 12
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 328.
[AGENT][NEUTRAL] And this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][POSITIVE] Sure then, thank you so much for this information. I have 2 more glimps. It's for the same member uh assist me with that too.
[AGENT][NEUTRAL] I'm sorry, you said 2 more claims for the same number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah go ahead you can give me that next date of service.
[CUSTOMER][NEUTRAL] Date of service is [PII]. The amount is $50 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, uh, so we received this claim as well, uh, same denial reason, of course the services were rendered after coverage was terminated. Uh, let me know when you're ready and I'll give you that uh claim number, excuse me.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Um, OK, that is 35.
[AGENT][NEUTRAL] 78565
[AGENT][NEUTRAL] And this claim was received [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][POSITIVE] Sure, then. Thank you so much for this information. Can you please repeat my last name?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, it's [PII] build amount $50 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we received this one as well again, same denial reason services were rendered after coverage was terminated. Uh, that claim number is 35.
[AGENT][NEUTRAL] 78
[AGENT][NEUTRAL] 55
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, this claim was also received on [PII].
[AGENT][NEUTRAL] It was on [PII].
[CUSTOMER][POSITIVE] Sure, then. Thank you so much for this information. Can you please provide me the call reference number for the call then?
[AGENT][NEUTRAL] Reference number would just be my first name last initial.
[AGENT][NEUTRAL] And today's date, um, so my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, that will be all. Thank you so much. Have a great day. Bye.
[AGENT][POSITIVE] Of course, thanks for calling ATL you too bye bye.