AccountId: 011433970860
ContactId: 182ce887-2e4f-46c8-b5bd-2cfa821015cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229119 ms
Total Talk Time (AGENT): 95496 ms
Total Talk Time (CUSTOMER): 59331 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/182ce887-2e4f-46c8-b5bd-2cfa821015cb_20250127T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi CC, this is [PII] calling from [PII] checking on patient eligibility.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, thank you, so now. Could I please get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] direct line.
[AGENT][NEUTRAL] OK. Thank you. And yes, I can assist you with claim status. Um, first, I'll need the policy number.
[CUSTOMER][NEUTRAL] Yeah, it's 01608849 M. Mike Lima 8.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Uh, no, for this, so I'm just checking on the eligibility.
[AGENT][NEUTRAL] Oh, you just need eligibility. I'm sorry, um, just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII]. The policy is still active.
[CUSTOMER][NEUTRAL] No termination date, right?
[AGENT][NEUTRAL] Right, there's no term date.
[CUSTOMER][NEUTRAL] Are you secondary to the member?
[AGENT][NEUTRAL] Yes, we are secondary coverage.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you. And can you provide me the claim mailing address?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sorry, [PII].
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][POSITIVE] Thank you for timely filing for that.
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] Thank you and can I get a fax number for this one?
[AGENT][NEUTRAL] Yes, for um faxes, um, the fax number is [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Thank you. And can I get a pay ID for this one, electronic pay ID?
[AGENT][NEUTRAL] Yeah, the payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you got it.
[CUSTOMER][NEUTRAL] And can you spell me your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you for that question. And can I get a call reference number first one?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that will be it. Thank you for your assistance. Hope you have a good day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][POSITIVE] Thank you, take care.
[AGENT][POSITIVE] Thank you. You do the same.
[CUSTOMER][NEUTRAL] Sure.