AccountId: 011433970860
ContactId: 2422dcca-7836-48a3-b4ff-ee52137eca77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 244449 ms
Total Talk Time (AGENT): 74923 ms
Total Talk Time (CUSTOMER): 80231 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/2422dcca-7836-48a3-b4ff-ee52137eca77_20250625T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is Guy calling from provider's office and I'm checking on claims.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, the ID number is gonna be 02465405 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] The data service is uh [PII] with the bill amount of $780 even.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And Guy, do you have a good callback number for documentation, please?
[CUSTOMER][NEUTRAL] Yes, the callback number will be [PII] and my extension is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So we did receive a claim for the state of service claim was received [PII]. Claim was denied on [PII]. We need the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] OK, and on [PII], we do have sent the primary UB and it was sent through fax and the fax number is [PII].
[CUSTOMER][NEUTRAL] Is it correct?
[AGENT][NEUTRAL] That is correct. Do you have any sort of different amount after the primary paid?
[CUSTOMER][NEUTRAL] OK, so like, uh, the claim was, uh, processed and applied towards the deductible by the by the primary and it was applied for $472.81.
[AGENT][NEUTRAL] Mm, OK. Yeah, I don't show that we received anything, so it'll just need to be refund.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And uh what is the time limit to submit the primary?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] And can I have the claim number?
[AGENT][NEUTRAL] 344-1266.
[CUSTOMER][NEUTRAL] And uh can I have the reference number?
[AGENT][NEUTRAL] Call reference is my name with today's date. My name is [PII], that's [PII] to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good
[CUSTOMER][POSITIVE] And uh thank you for assisting me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Have a nice day take care bye bye.
[AGENT][NEUTRAL] You as well bye bye.