AccountId: 011433970860
ContactId: 00dde4ee-6ef6-456c-a100-4056df0ebb44
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 462570 ms
Total Talk Time (AGENT): 100548 ms
Total Talk Time (CUSTOMER): 78390 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/00dde4ee-6ef6-456c-a100-4056df0ebb44_20250613T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. Good morning. This is last name. [PII], calling from Friday office looking for the status of the claim.
[AGENT][POSITIVE] Sure, I can assist you with claim status. Could I get your name again and a good callback number first?
[CUSTOMER][NEUTRAL] [PII] Last name, initial [PII]. Callback number is [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. May I need the policy number, please?
[CUSTOMER][NEUTRAL] The policy number I have is 025657664.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] The services for [PII] charge $277 even.
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3592096.
[AGENT][NEUTRAL] And this claim is denying because we need the EOB from the primary insurance company.
[CUSTOMER][NEUTRAL] Do you have the name of the primary insurance, ma'am, because we don't have.
[AGENT][POSITIVE] Yes, one moment, I'll get that information for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, yes, the patient is the primary carrier on the policy.
[CUSTOMER][NEUTRAL] And what's the name of the primary career?
[AGENT][NEUTRAL] We don't leave that information on file. We don't know that until we receive the EOB from the provider.
[CUSTOMER][NEUTRAL] Ma'am, actually, we have incorrectly billed this claim to you and the claim was uh uh uh the claim is a primary claim. So I need the primary payer name. I just need the name, not the information.
[AGENT][NEUTRAL] We don't keep that information on file, sir. We don't know who the primary carrier is. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK. Please provide me the uh name, exact name of this member, ma'am.
[AGENT][NEUTRAL] What's your question? I'm I'm sorry, what's your question?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Ma'am, please verify me the name of this member because I uh we have uh
[CUSTOMER][NEGATIVE] spelling mistakes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you please spell out, ma'am?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And how much time it takes?
[AGENT][NEUTRAL] Yeah, I'm waiting for it to come up in my system. One moment please.
[AGENT][NEUTRAL] OK. You said you need me to spell the member's name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, it's [PII], that's the first name.
[AGENT][NEUTRAL] And the last name is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the last um and the middle name?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We're not showing a middle name, sir.
[CUSTOMER][POSITIVE] OK, thank you. Have a nice day. Goodbye.
[AGENT][NEUTRAL] Is there anything else I can assist you with?