AccountId: 011433970860
ContactId: 2552b8a3-f61f-4e0e-a45b-3a910f83171c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275500 ms
Total Talk Time (AGENT): 100459 ms
Total Talk Time (CUSTOMER): 66911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2552b8a3-f61f-4e0e-a45b-3a910f83171c_20250617T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling because I need to get a status on a claim.
[AGENT][POSITIVE] Great, I'm happy to check on the claim today. Do we have the patient policy number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Uh, patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you and then date of service?
[CUSTOMER][NEUTRAL] It's for [PII], total charge $128.74.
[AGENT][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so it looks like we did get a claim for this claim was received on [PII], and then it's showing processed on [PII]. Um, it looks like the remark code on this is stating that we're unable to accept assignment of benefits for the claim filed due to a discrepancy, um, with the identification number on the account.
[CUSTOMER][NEUTRAL] Like our number or the patient's ID number?
[AGENT][NEUTRAL] Yeah, you, the taxpayer identification number on your account.
[CUSTOMER][NEUTRAL] OK, I did receive we did receive a letter regarding that and I did submit that back with the W-2.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] Do you know where you submitted it to?
[CUSTOMER][NEUTRAL] Um, let me see, the address that's on there, the [PII].
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK. We may, do you know when it was submitted? We may not have it yet.
[CUSTOMER][NEUTRAL] Yeah, it was submitted on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I can get you guys a call back um we have um somebody that deals a department that deals with us, [PII], um, because I don't see that we've received anything. Do you guys have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, I can give it to you. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I will put in a request for them to research on this and then give you a call back um it might be 24 hours before somebody calls um.
[AGENT][NEUTRAL] In regards to it though, OK?
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK perfect and if I don't answer you, you guys can just leave me a voicemail as well um and if that address where it was submitted is incorrect, then if that can be provided also.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, no, absolutely no, the PO box you gave me was the right one, so I'll just see kind of what's going on with it, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you have a great day.
[AGENT][POSITIVE] Yeah, you're welcome. Have a good, you too.