AccountId: 011433970860
ContactId: 20eab4cc-fd51-4efe-8cbd-b8096ca1d26a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189880 ms
Total Talk Time (AGENT): 81920 ms
Total Talk Time (CUSTOMER): 68370 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/20eab4cc-fd51-4efe-8cbd-b8096ca1d26a_20250519T20:11_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is. How can I help you?
[CUSTOMER][NEUTRAL] Say on the.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Hello, thank you for contacting
[CUSTOMER][NEUTRAL] Hello, ma'am. My name is [PII].
[AGENT][POSITIVE] Yes, I'm sorry.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh yes, ma'am. My name is [PII]. I'm calling from the provider's office to check on a claim status, ma'am.
[AGENT][NEUTRAL] I can help with the claim status. [PII], what is the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yes, ma'am. It would be 026-03938 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yes, ma'am. Patient's first name is [PII]. Last name is [PII], and the date of birth would be on [PII].
[CUSTOMER][NEUTRAL] So I'd like to.
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Oh yes ma'am. The callback number would be [PII]. Extension would be [PII].
[AGENT][NEUTRAL] I appreciate that. Um, [PII], I don't have any claims on file for this individual at all. Um, I mean, you can give me the date of service if you like, but, um, uh.
[AGENT][NEUTRAL] There are no claims on file as of today.
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I
[CUSTOMER][NEUTRAL] OK, [PII]. There's no problem with that, ma'am.
[AGENT][NEUTRAL] So we could, we could.
[AGENT][NEUTRAL] What we can do is we can verify the uh.
[CUSTOMER][NEUTRAL] Uh, we would like to resubmit this claim, ma'am.
[AGENT][NEUTRAL] Sure. Would you like our mailing address?
[CUSTOMER][NEUTRAL] Uh yes, ma'am.
[AGENT][NEUTRAL] Our mailing address.
[AGENT][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Our zip code is [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, we also have a fax number if you would be interested.
[CUSTOMER][NEUTRAL] Uh, do you perhaps have a pay ID, ma'am?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 01 thank you ma'am and what would be the timely filing ma'am?
[AGENT][NEUTRAL] Uh, there is no timely filing for these policies. So this is the secondary insurance so you can file it at any time.
[CUSTOMER][NEUTRAL] OK, thank you, ma'am. And could you provide me with this patients effective, effective dates, ma'am?
[AGENT][NEUTRAL] Yes, it went into effect on [PII], and it is active.
[AGENT][NEUTRAL] As of this current day.
[CUSTOMER][NEUTRAL] OK. Thank you, ma'am. That would be it for today. Could you provide me the call reference number for this, ma'am?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we'll use that and today's date is right.
[CUSTOMER][POSITIVE] Thank you, ma'am, and I really hope you have a great day ahead.
[AGENT][POSITIVE] Well, thanks for contacting ATL. There's nothing I can help with. Thank you for calling. Have a good day.