AccountId: 011433970860
ContactId: 08598de8-7050-4b1c-865b-4048c5a34a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286250 ms
Total Talk Time (AGENT): 89931 ms
Total Talk Time (CUSTOMER): 68777 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/08598de8-7050-4b1c-865b-4048c5a34a67_20250506T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Green County General Hospital to check on the claim status.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on a claim. What's the patient's policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is 02401032.
[AGENT][NEUTRAL] OK, let me pull that up. One moment.
[AGENT][NEUTRAL] May I please have patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The patient's last name is.
[CUSTOMER][NEUTRAL] [PII] and the first name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] The date of service is.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $555.90.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for the state of service. Claim was received on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim was denied [PII].
[AGENT][NEUTRAL] It was not a covered place of service under the outpatient sickness radar.
[CUSTOMER][NEUTRAL] Could you please repeat the denied reason again?
[AGENT][NEUTRAL] I was not a covered place of service under the patient plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the character claim mailing address as well as the payer ID?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And may I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I know the time you're filing?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK. Can I have the claim number?
[AGENT][NEUTRAL] 350.
[AGENT][NEUTRAL] 1036.
[CUSTOMER][NEUTRAL] Could you fax me the UB?
[AGENT][POSITIVE] Absolutely, what's a good fax number, [PII]?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] Should we mark attention to anybody on that?
[CUSTOMER][NEUTRAL] My name? [PII].
[AGENT][NEUTRAL] All right. That'll be there in about 5 minutes. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] No, sir. Can I have the call reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial and then today's date. My name again is [PII], that's spelled [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you for your assistance. Have a nice day.
[AGENT][NEUTRAL] You too. Bye-bye.