AccountId: 011433970860
ContactId: 0583798c-4d2b-4380-b41b-c5eac32d2b6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584010 ms
Total Talk Time (AGENT): 142981 ms
Total Talk Time (CUSTOMER): 140366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0583798c-4d2b-4380-b41b-c5eac32d2b6c_20250527T15:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from provider office.
[AGENT][POSITIVE] OK [PII], good morning. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, I'm looking for a claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] My callback number is going to be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, let me check.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII], and the bill amount is 65,065 cents.
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number?
[CUSTOMER][NEUTRAL] 02214938.
[AGENT][NEUTRAL] OK, let me look her up real quick.
[AGENT][NEUTRAL] OK, and can you give me the date of service please again, [PII]?
[CUSTOMER][NEUTRAL] Sure, sure. It's [PII].
[AGENT][NEUTRAL] OK, and what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the left balance is $5200 even.
[AGENT][NEUTRAL] Thank you and then can you please give me the name of the facility?
[CUSTOMER][NEUTRAL] After the primary paid.
[AGENT][NEUTRAL] You're calling from.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure. The facility name is Saint John Broken Arrow.
[AGENT][NEUTRAL] OK, I am going to put you on a brief hold while I look up this claim for you and I will be right back, [PII].
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Nope, not to hang it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find claim on file for that facility or that amount.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I'm saying that claim is not on file, right?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, uh, let me provide you the address we have billed the claim.
[CUSTOMER][NEUTRAL] The claim was billed on [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Via mail. Uh, I can provide you the address that is [PII]. Is it correct?
[AGENT][NEUTRAL] Yes ma'am, that is correct. um I'll need to go ahead and trans, no that's not correct. This is a Medlink policy.
[AGENT][NEUTRAL] So that address needs to be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I repeat. It's [PII], [PII]. ZIP code is [PII]. Is it correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right. And may I also know the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 60801.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And can you also provide me the policy, uh, effective date and the termination date?
[AGENT][NEUTRAL] Yes, the date is [PII].
[AGENT][NEUTRAL] And the termination date is [PII].
[CUSTOMER][NEUTRAL] So as I can see, that policy is already termed, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, uh, in that case, we cannot bill the claim, right?
[AGENT][NEUTRAL] No, you can bill it because it was from.
[AGENT][NEUTRAL] The year of [PII] to the year of [PII], so [PII] falls in between that, and we do not filing limit.
[CUSTOMER][NEUTRAL] Uh, I'm sorry.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right, so, uh, you mean our data service, uh, falls between these dates so we can build the claim, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. And may I also the time filing limit for this claim?
[AGENT][NEGATIVE] We do not have timely filing limit.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And can I get the call reference number?
[AGENT][NEUTRAL] Use my name [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Uh, can you spell out your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. So thank you so much, sorry, for the information and that's all from my side.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.