AccountId: 011433970860
ContactId: 1368837a-7576-491c-804d-0ab7e7b9f967
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212740 ms
Total Talk Time (AGENT): 85189 ms
Total Talk Time (CUSTOMER): 105054 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/1368837a-7576-491c-804d-0ab7e7b9f967_20250228T14:23_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm with the broker's office, and I wanted to check to see about um a claim Medlink claim the provider.
[CUSTOMER][NEUTRAL] told me that um.
[CUSTOMER][NEUTRAL] That they were filing the claim?
[CUSTOMER][NEUTRAL] To APO, um, I, I don't, I had one that I had done for the member and was ready to send it and then the provider told me that they were gonna send it so I wanted just to check to see if they did and if they got paid.
[AGENT][NEUTRAL] Of course. And what is that policy number, please, March?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 022 03757
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Just let me check here. Well, I'll tell you that nothing's been filed on behalf of [PII], um, so, uh, they haven't filed it yet, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] See she just delayed me like 2 weeks in filing that claim for him by telling me that she was doing it. That's aggravating.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm gonna submit the claim on for him.
[CUSTOMER][NEUTRAL] Since they haven't done it.
[AGENT][NEUTRAL] OK, um, one of the things I, I'll tell you that they've changed is that uh we need the diagnosis code from the provider. Um, so when you send that in, uh, when you send in your documents, we will need that. I know they've changed it, um, and I do apologize for that, but, uh, they just need confirmation of the, of the, um, uh diagnosis code from the provider and if you want to submit that to us, we're actually working on the claims that we received on the [PII], so, uh, we'll try and get that done as quickly as possible.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, I don't have that information. This was an ambulance.
[CUSTOMER][NEUTRAL] Service and ambulance transport.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um, and this is actually from like 2 years ago.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] We're having trouble dealing with these.
[CUSTOMER][NEGATIVE] People because apparently they've turned his account over to collections because he never paid it um.
[CUSTOMER][NEUTRAL] And so they've turned him over to collection so I'm trying to deal with the ambulance service, um, the collections people and again like I said, they told me that they were gonna file the claim.
[CUSTOMER][NEUTRAL] So that they would get paid.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I just don't know if I'm gonna be able to get that info from them.
[AGENT][NEUTRAL] OK, um, well,
[CUSTOMER][NEGATIVE] Because they're not being helpful.
[AGENT][NEUTRAL] If you, uh,
[AGENT][NEUTRAL] Yes, if you could just tell us anything at all, that would be great, um, then we'll, we'll try and figure it out from there. We may end up having to call the providers ourselves, it's just that that one way or the other they'll they'll have to have that verification, but yeah, if you just want to, to go ahead and and just give us some sort of information, at least the provider, so we can, we can, uh, we will try uh to contact them ourselves and, and if it does, you know, if we're able to do that, then we will.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, I'll work on that and I'll get I'll get it sent over there to you today, um, alright, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, well, if there's anything else I can help with, thanks for contacting AP I'll be.