AccountId: 011433970860
ContactId: 14609533-91c8-47f9-841c-155c94f14f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298640 ms
Total Talk Time (AGENT): 94085 ms
Total Talk Time (CUSTOMER): 86140 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/14609533-91c8-47f9-841c-155c94f14f2b_20250611T20:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is Via from provider's office. Can you please spell your name just to make sure I got it right?
[AGENT][NEUTRAL] It's [PII], um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much. I'm calling because I need the general status of the claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number in case we're disconnected?
[AGENT][NEUTRAL] Oh please spell your name.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Sure. It's [PII]. Callback number [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And now I need the policy number.
[CUSTOMER][NEUTRAL] 02584103.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] $23,365.07.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] And you said that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. I'm not showing it on file, but there is a pended claim. Um, let me look at the image and see if that's it. One moment.
[AGENT][NEUTRAL] Uh no, ma'am. I'm not showing that claim on file. Would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It was submitted last [PII] electronically.
[AGENT][NEUTRAL] Um, what pair ID was used?
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Let me double check for D.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Um, yes, that's the correct payer ID. Um, claims can also be faxed in or mailed in.
[AGENT][NEUTRAL] If you need to resubmit the claim.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] May I know the mailing address also?
[AGENT][NEUTRAL] Um, yes. The mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Right.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Payer ID 60801 timely filing.
[AGENT][NEGATIVE] There's no timely following limit.
[CUSTOMER][NEUTRAL] OK. Lastly we have the reference number.
[AGENT][NEUTRAL] Um, yes, the reference number is my name and today's date. My name is [PII]. It's spelled [PII] Last initial [PII] and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] This would be all. Thank you so much for assisting you stay safe and enjoy the rest of your day. Bye bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.