AccountId: 011433970860
ContactId: 3841b100-fb6d-4177-9d54-b60131588d8e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279579 ms
Total Talk Time (AGENT): 88580 ms
Total Talk Time (CUSTOMER): 103630 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/3841b100-fb6d-4177-9d54-b60131588d8e_20250605T14:15_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, this is [PII] with Align Surgery Center.
[CUSTOMER][NEUTRAL] I was calling to check status on 2 date of service for patients.
[AGENT][NEUTRAL] I'm sure that I can assist you with claim status. Um, first, could I get a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Thank you, now I need the policy number, please.
[CUSTOMER][NEUTRAL] Um, it is 0257.
[CUSTOMER][NEUTRAL] 349 5
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges for the first claim.
[CUSTOMER][NEUTRAL] Uh, it's 312 25, and the original bill amount is 3700.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file with that date of service and bill charges. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It looks like.
[CUSTOMER][NEUTRAL] I am not
[CUSTOMER][NEUTRAL] It's not electronically so it had to be paper.
[CUSTOMER][NEUTRAL] I'm not sure it was dropped because I'm kinda new with this system so I can't really.
[CUSTOMER][NEUTRAL] Be certain trying to decipher that's yeah that's why I'm calling.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Because it's secondary to Blue Cross.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] So can I fax in that claim?
[AGENT][NEUTRAL] Um, yes, um, our fax number.
[CUSTOMER][NEUTRAL] Or is it past time?
[AGENT][NEUTRAL] Yes, you can fax it in.
[CUSTOMER][NEUTRAL] Well, we can just let it proffer.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The fax number is, well, are you ready for the fax number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I check the the other data service?
[AGENT][NEUTRAL] Um, yes, ma'am. What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the original bill amount was 5600.
[CUSTOMER][NEUTRAL] It looks like it might be a different policy number on it.
[AGENT][NEUTRAL] Well, actually, we did receive this claim.
[CUSTOMER][NEUTRAL] 213.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we received this claim on um [PII].
[AGENT][NEUTRAL] And it processed on [PII]. Um, the claim number is 360027.
[AGENT][NEUTRAL] 27 and it paid out for $478.44.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Well, I guess it should be posting soon.
[CUSTOMER][NEUTRAL] Well let me just see if I can tell.
[CUSTOMER][POSITIVE] Uh let's see 42, yeah, it was still on the outstanding 519.
[CUSTOMER][NEUTRAL] Oh yeah, I see the payment. It did post on [PII].
[AGENT][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] OK, well I'm gonna go ahead and fax that other one in.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, well, I thank you, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] Same to you. Bye-bye.
[AGENT][POSITIVE] Mhm mhm. Thank you.