AccountId: 011433970860
ContactId: 1a867892-3f6b-492a-93ba-3d6cf16db722
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317380 ms
Total Talk Time (AGENT): 123205 ms
Total Talk Time (CUSTOMER): 127677 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1a867892-3f6b-492a-93ba-3d6cf16db722_20250603T18:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from products office to check on a claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you, uh, and can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's going to be [PII] with the extension of [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Oh yeah, just a minute I ticket for you. One more minute.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] The policy number is going to be
[CUSTOMER][NEUTRAL] 236-62
[AGENT][NEUTRAL] OK, that's going to be a bit too small to be one of our policy numbers and uh the.
[AGENT][NEUTRAL] Maybe have their social I could search for them that way.
[CUSTOMER][NEUTRAL] Just a moment to check on that.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, I don't know about that information. I don't have that one.
[AGENT][NEUTRAL] OK, uh, the only other way I can check, uh, if you would, uh, can you spell out their first and last name please?
[CUSTOMER][NEUTRAL] Yeah, sure. The first name is going to be [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] OK and then uh did you have this member's date of birth?
[CUSTOMER][NEUTRAL] Sure. The date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. um I do have that correct policy number uh whenever you're ready I can give that to you.
[CUSTOMER][POSITIVE] Uh, yeah, one moment. Yeah, I'm ready for that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, uh, that is 0245.
[AGENT][NEUTRAL] 65.
[AGENT][NEUTRAL] 36.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, sure. The member's date of service is going to be [PII] with the amount of $660 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then uh do you have the tax ID for this provider Anne?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, it's going to be uh yeah, [PII].
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, so we have not received that claim and um you can there is no timely filing limit. I can give you uh we've got a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, may I know the payer ID?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][NEUTRAL] 60801. OK, you are the secondary insurance for this member, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] One more minute she claim marks. OK, one moment, you see there is no claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you spell out your name for documentation purpose?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure, it's [PII]. Was there anything else I could help you with then?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just need a effective date and the term date, [PII].
[AGENT][NEUTRAL] Sure, so the policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK. So like you and may I know the mailing address?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. And you said your name is [PII]?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] And it was active from
[CUSTOMER][NEUTRAL] OK, and uh I think it was sent to the incorrect mailing address is in [PII].
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It was sent to incorrect mailing address and now I check that. And may I know the call difference for today's call, [PII]?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure, uh, reference number would just be my first name, last initial, and today's date, uh, so my last initial is A.
[CUSTOMER][NEUTRAL] A as in Alpha.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you for that and thank you for helping me today. Bye-bye. Take care. Have a nice day.
[AGENT][POSITIVE] Of course thank you have a great day bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.