AccountId: 011433970860
ContactId: 08dae200-97b1-4b99-94e5-777a5d6a0c6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248220 ms
Total Talk Time (AGENT): 70980 ms
Total Talk Time (CUSTOMER): 122136 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/08dae200-97b1-4b99-94e5-777a5d6a0c6c_20250313T13:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII], and I'm calling for Cardiovascular Medicine Associates PA. I verified that you will be on this call was made for additional information about the denial. Please note the call will be monitored and recorded for quality and training purposes.
[AGENT][NEUTRAL] Sure, Ms. [PII], I can assist you with the claim status, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. That's a direct line.
[AGENT][POSITIVE] Thank you, and you're calling from which facility for my notation.
[CUSTOMER][NEUTRAL] It's cardiovascular Medicine Associates PA.
[AGENT][NEUTRAL] OK. Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, it's 1 I'm sorry 01871882 M as in Mike, as I'm sorry, it's L as in Lima 8.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, it's for [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service or the claim number?
[CUSTOMER][NEUTRAL] Sure, the date of service is on.
[CUSTOMER][NEUTRAL] [PII]. The claim number is 3568015.
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull the image.
[CUSTOMER][NEUTRAL] And I just want to inform you that I received EOB that says the letters sent to the provider requesting refund of the overpayment of benefits. Uh, may I know the address to send the refund?
[AGENT][NEUTRAL] Bear with me just a second. Let me pull that EP, OK? One moment.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what you need is the address.
[CUSTOMER][NEGATIVE] Mhm. Just send the refund.
[AGENT][NEUTRAL] OK, the address is [PII]. OK, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh may I know the family filing limit for that? Is there any family filing limit?
[CUSTOMER][NEUTRAL] do that.
[AGENT][NEGATIVE] No, there's no timely filing limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, TFL OK. And can I get the reference number?
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, could you please spell your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you. I think that's all for me and thank you so much for your assistance. Have a great day. Bye for now. Take care.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] Yes so is [PII] and thank you for calling ATL. Bye-bye.