AccountId: 011433970860
ContactId: 0a16f7bf-5acf-4be9-9e2f-78f3897b294c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204199 ms
Total Talk Time (AGENT): 82730 ms
Total Talk Time (CUSTOMER): 53660 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/0a16f7bf-5acf-4be9-9e2f-78f3897b294c_20250505T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling the provider's office to check on a claim.
[AGENT][NEUTRAL] OK, I could check on a client for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, with an extension of 10498.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I don't have it.
[AGENT][NEUTRAL] Uh, you don't have the policy number for the member?
[CUSTOMER][NEUTRAL] Sorry, the policy number is 020659997.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] with the total charge amount of uh $678 even.
[AGENT][NEUTRAL] OK, that was [PII] for $678.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm not showing that we have received any claims from a provider for that date of service copy.
[CUSTOMER][NEUTRAL] Yeah, can you please uh help me with the mailing address?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] May I know the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] And can you please tell me if the patient active for data service.
[AGENT][NEUTRAL] Yes, this policy's effective date was [PII].
[AGENT][NEUTRAL] And it terminated [PII].
[CUSTOMER][NEUTRAL] [PII], uh, with the date.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. And uh what about the time limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] To submit the claim.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Yes, can you please help me with the spelling of your name?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] And what is the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[AGENT][NEUTRAL] Uh, so my last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. Have a nice day.
[AGENT][POSITIVE] You too thank you bye bye.
[CUSTOMER][NEUTRAL] Yes, ma'am.