AccountId: 011433970860
ContactId: f67f39b1-1503-45c3-9ff9-b9e110e25ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231279 ms
Total Talk Time (AGENT): 116793 ms
Total Talk Time (CUSTOMER): 68992 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/f67f39b1-1503-45c3-9ff9-b9e110e25ac7_20250221T17:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office. We received an explanation of benefits but no check with it. It does show that it would be considered. There's a remark code um for.
[CUSTOMER][NEUTRAL] Awaiting information to confirm eligibility from benefits in in a card so just wanted to to see what this kind of meant for us awaiting payment yeah because he's, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If we receive that.
[CUSTOMER][NEUTRAL] He's not sure what's happening so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I can help you with that, [PII]. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And so you've received the explanation of benefits and you're just wanting a clarification on the remark, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, I can help you. So what is the member's policy number, [PII]?
[CUSTOMER][NEUTRAL] The policy number is 02586323.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide would be a verification of benefits and not a guarantee of payment. So what is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, uh, sorry, I'm gonna butcher this probably [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, date of birth [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Bear with me just one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what is the claim number that you're calling in regards to?
[CUSTOMER][NEUTRAL] Um, let's see, claim number is 3561314.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes ma'am, um, benefits on a card is the company that provides us eligibility through his for his employer and we are waiting to confirm that from them and once that has been received, then the claim would continue to be processed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so right now this is just a notification that's pending.
[AGENT][NEUTRAL] So it's essentially in a holding pattern that we received the claim and that we're, you know, yes, waiting to confirm the eligibility for this state of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alrighty and then is there a reference number for the phone call?
[AGENT][NEUTRAL] Yes ma'am, you would actually use my name along with today's date and then [PII], in the future should you all ever need an explanation of benefits um for one of your one of our clients, we do have a portal that you can also check claim status in by going to [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything?
[CUSTOMER][POSITIVE] And I'm so sorry I
[AGENT][NEUTRAL] My name?
[CUSTOMER][POSITIVE] Your name again ma'am I'm so sorry, yes.
[AGENT][NEUTRAL] [PII] Mhm. And my name in today's date will be your call reference number. You're welcome.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK thanks [PII] I appreciate it.
[CUSTOMER][POSITIVE] Awesome have a good day.
[AGENT][POSITIVE] Alright, so if that's all I can help you with, yes ma'am, you too, and thank you again for calling [PII].
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye.