AccountId: 011433970860
ContactId: f6d1e9c0-8bcd-47bf-8d8e-108d0058c043
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333040 ms
Total Talk Time (AGENT): 87880 ms
Total Talk Time (CUSTOMER): 136726 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f6d1e9c0-8bcd-47bf-8d8e-108d0058c043_20250311T12:13_UTC.wav
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[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. How are you?
[AGENT][NEUTRAL] I'm good. You say [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, spell it for me.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][POSITIVE] OK, thank you [PII] how can I help you today?
[CUSTOMER][NEUTRAL] Yes, I had open a claim um for my daughter's hospital bill, but um I got a um a letter from you guys saying that you guys are still waiting on the employer. Can you please tell me exactly what is it that you guys waiting on?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, do you have the policy number?
[CUSTOMER][NEUTRAL] So let me check on the button. Give me one second, OK?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. If you can search by by phone number or you cannot.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I'm sorry, did you pay by phone number or no? OK, hold on, let me give you the policy number.
[CUSTOMER][NEUTRAL] My dinner.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 58
[CUSTOMER][NEUTRAL] 7677.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the
[AGENT][NEUTRAL] And what type of claim is it? Is it a medical claim?
[CUSTOMER][NEUTRAL] Um, yeah, she's a medical queen.
[AGENT][NEUTRAL] And what's the dependent's name?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And you're just basically wanting to know what uh information is being requested do you know what the date of service of the claim is?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But what's that? Sorry?
[AGENT][NEUTRAL] The date of service of the claim.
[CUSTOMER][NEUTRAL] Uh, hold on, I have to find that information. Give me one second.
[CUSTOMER][NEUTRAL] Give me one second because I'm actually driving trying to park here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, cause I put it on the, it was on December, the date of the claim. In December, the beginning of December.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Does that help or not?
[CUSTOMER][NEUTRAL] Cause then I have to put more documents.
[AGENT][NEUTRAL] I'll, I'll check the claim history for those dates of service. Give me a second.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So was it an inpatient claim at Nicholas Children's?
[CUSTOMER][NEUTRAL] Yes, that's the only thing I.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still looking
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Alright, so right now we're communicating with the employer to confirm uh the eligibility.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then once we.
[CUSTOMER][NEUTRAL] Who's who's his lawyer? That's what I wanna know, like, what do you mean by that, sorry?
[AGENT][NEUTRAL] OK. Who is this policy under?
[CUSTOMER][NEUTRAL] And is
[CUSTOMER][NEUTRAL] My my husband [PII].
[AGENT][NEUTRAL] And who does and who does he work for?
[CUSTOMER][NEUTRAL] And PS PCS prefer composed services.
[AGENT][NEUTRAL] So it's through his employer, so we're corresponding with the employer.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, to confirm the eligibility and then once we hear back from the employer, the process will, uh, continue. We were initially requesting a copy of the primary EOB we've received that and now we're just trying to confirm eligibility.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, and that is like uh something that I can help with or you guys are.
[AGENT][NEUTRAL] No, that's something we communicate with the employer, so no.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh OK. OK, so I have to wait then.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK, that's all I needed to know.
[AGENT][NEUTRAL] All right, anything else I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, thank you so much for your help.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Uh huh bye bye.