AccountId: 011433970860
ContactId: 1394f8ed-2028-4e79-ba89-7c1daca80295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254750 ms
Total Talk Time (AGENT): 94120 ms
Total Talk Time (CUSTOMER): 97406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/1394f8ed-2028-4e79-ba89-7c1daca80295_20250519T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. I'm calling regards to a claim that still uh reflect is still processing for payment.
[AGENT][NEUTRAL] OK, I could check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's um let's see here.
[CUSTOMER][NEUTRAL] 02124099 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Um, OK, so I have that date of birth for a different member.
[AGENT][NEUTRAL] Under this policy was this for [PII] or one of the dependents?
[CUSTOMER][NEUTRAL] Looks like it's a dependent um it's for [PII].
[AGENT][NEUTRAL] [PII], OK, got it, thank you and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yes, it's um for [PII] and the amount of 500.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You said this claim was for $500?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we've received a claim for this number for that date of service for that amount, um, what was the name of this provider?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, it was from [PII].
[AGENT][NEUTRAL] Do you have that tax ID by chance?
[CUSTOMER][NEUTRAL] Yes, so that's going to be [PII].
[CUSTOMER][NEUTRAL] It is NA.
[AGENT][NEUTRAL] OK, yeah, I don't have any claims for the state of service from that provider.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And because I do see that the claim did process through their primary insurance and it's just reflecting on our and that's sitting with the well the secondary.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And time of filing already passed correct?
[AGENT][NEUTRAL] There is no timely filing limit so that you can still submit that information to us.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, and how can it be submitted the claim?
[AGENT][NEUTRAL] Um, I've got a mailing address, a fax number, and a payer ID.
[CUSTOMER][NEUTRAL] Um, what's the fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you and then the um.
[CUSTOMER][NEUTRAL] Claims mailing address as well too.
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. OK, so I'll go ahead and put the claim through. um, do you have a reference number for your call today?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. And so my name is spelled [PII], was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that is all thank you.
[AGENT][POSITIVE] Of course, thanks for calling ATL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.