AccountId: 011433970860
ContactId: 06b87f8f-1162-4b62-9c91-b752aadd5bd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 362040 ms
Total Talk Time (AGENT): 150694 ms
Total Talk Time (CUSTOMER): 141695 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/06b87f8f-1162-4b62-9c91-b752aadd5bd9_20250519T13:24_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APR. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] and my last name is [PII] calling from the provider's office checking for them.
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][NEUTRAL] So claim status. OK, I for that what is that policy number, please?
[CUSTOMER][NEUTRAL] And the policy number is 1272924 M for Mary, L for Lima 8.
[AGENT][NEUTRAL] Thank you. And then the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the member's first name is.
[CUSTOMER][NEUTRAL] [PII] and the last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. I just need a callback number please that we disconnected.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]. And [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the uh data service that you are looking for for this individual please?
[CUSTOMER][NEUTRAL] Advocate
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the bill amount of $500 even it's 500.
[CUSTOMER][NEUTRAL] You submitted a manual claim on.
[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] 326, 2025.
[AGENT][NEUTRAL] Have you received
[CUSTOMER][NEGATIVE] No thanks.
[AGENT][POSITIVE] Yes, you receive anything you want.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] So he receiving
[CUSTOMER][NEGATIVE] Your voice was too low.
[AGENT][NEUTRAL] OK, I'm sorry. Have you received anything from us on this policy yet on this claim?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, um, [PII], have you received anything from us? Have you received any, uh, an EOB or anything like that from us?
[AGENT][NEUTRAL] Uh, the reason that I'm asking is because I'm not showing, uh, this on our system at all. So what I'm doing right now is I'm looking for [PII].
[AGENT][NEGATIVE] For $500 and I'm not finding your claim at all.
[AGENT][NEUTRAL] So I'm not seeing this claim in our system at all and I was just wondering where you send it to.
[CUSTOMER][NEUTRAL] You did not receive any manual plan, right?
[AGENT][NEUTRAL] No, we haven't received anything at all. um, now we changed our, uh, our PO box address, so if I could verify it with you please.
[CUSTOMER][NEUTRAL] You can buy a fax.
[AGENT][NEUTRAL] Uh, OK, you can send it by fax. It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], right?
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Yes, that's correct. You can send it that way, um, but I, I just haven't received it. I'm, I'm looking for it and I'm not seeing it anywhere in the system. And this is for [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] When you
[CUSTOMER][NEUTRAL] When you receive
[AGENT][NEGATIVE] I, I haven't received it all.
[CUSTOMER][NEUTRAL] Are they received or not yet received?
[AGENT][NEGATIVE] I, I have not received it. I have not received it. So, I don't have a copy of this at all.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEGATIVE] Not OK. Mhm.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Headset.
[CUSTOMER][NEUTRAL] Can I have a members policy active status.
[AGENT][NEUTRAL] Yes, the policy was active. Let me just see.
[CUSTOMER][NEUTRAL] Effective from?
[AGENT][NEUTRAL] Yes, the uh effective date of the policy.
[AGENT][NEUTRAL] is um [PII] and it is active.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it was active for the data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It was um [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And the policy is active.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] Still active secondary.
[AGENT][POSITIVE] Yes, that's correct. It's still active as secondary.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. Can I have the mailing address?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Our zip code is [PII].
[CUSTOMER][NEUTRAL] A
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It's [PII]. The fax is the same for previous, right?
[AGENT][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] The, the fact is exactly the same.
[CUSTOMER][NEUTRAL] Can I have a payer ID.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Can you have the time limit.
[AGENT][NEUTRAL] Uh, there's no timely filing. You can file these at any time.
[CUSTOMER][NEUTRAL] This is no time limit.
[AGENT][NEGATIVE] There's there's no timely filing.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is there any time limit or no time limit?
[AGENT][NEUTRAL] There there's no timely filing, uh, you can file it at any time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you so much for that information. OK. Can you spell your name for me?
[AGENT][NEUTRAL] It's [PII], and we'll use that in today's date as our reference.
[AGENT][NEUTRAL] Is there anything else at all that I can
[CUSTOMER][NEUTRAL] When our last season?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Man,
[AGENT][NEUTRAL] Yeah, it's
[CUSTOMER][POSITIVE] Thank you so much for this. That's enough for today.
[AGENT][NEUTRAL] The initial
[AGENT][POSITIVE] OK, thank you for contacting ATL. You have a very good day.