AccountId: 011433970860
ContactId: 22c43774-b359-4737-840c-0f0137f37a0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135479 ms
Total Talk Time (AGENT): 44358 ms
Total Talk Time (CUSTOMER): 52762 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/22c43774-b359-4737-840c-0f0137f37a0a_20250610T19:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] calling from provider's office for claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02442003.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the data service for the claim.
[CUSTOMER][NEUTRAL] 123 2025.
[AGENT][NEUTRAL] Thank you for that information. Now I'm not sure we have that claim on file.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Not showing claim on file.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And let me see here. In order for me to submit this claim, what do I need to do? Do you have a fax number or?
[AGENT][NEUTRAL] Um, just let me know. We have fax, uh, payer ID, mailing address.
[CUSTOMER][NEUTRAL] Let me have the fax number and the payer ID.
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] And the fax number?
[CUSTOMER][NEUTRAL] 60801. Mhm.
[AGENT][NEUTRAL] Mhm. And the fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And the patient was active for the data service.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] is currently active still.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alright, and timely filing would be?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'll just send you the reference number for the call.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII] as in [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That'll be all for my call. Thanks a lot for your help and have a nice day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks, bye.