AccountId: 011433970860
ContactId: 388b32a7-e7ad-4de1-8c53-bf9ea3d2e3b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 466940 ms
Total Talk Time (AGENT): 138247 ms
Total Talk Time (CUSTOMER): 94238 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/388b32a7-e7ad-4de1-8c53-bf9ea3d2e3b2_20250417T22:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from John Raldo Medical Center. I'm checking on time status.
[AGENT][NEUTRAL] OK, [PII]. I can help you with claim status.
[AGENT][NEUTRAL] And um what was the name of the facility you were calling from again, please?
[CUSTOMER][NEUTRAL] John Brandolph Medical Center.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then may I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], last name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. And then may I have um the policy number, please?
[CUSTOMER][NEUTRAL] 018321
[CUSTOMER][NEUTRAL] 75.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] Alright, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII], that's the charge amount of $20,110 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] $1500 even.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Miss [PII], while I look up this claim and I will be right back, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Miss [PII]. So looking on the data service of Jan I'm sorry, [PII], I do not find a claim on file for the amounts that you have given me or your facility.
[CUSTOMER][NEUTRAL] OK, one moment, let me check how did we send. Hold on a second. Uh, we send the claim through paper.
[CUSTOMER][NEUTRAL] To the mailing address [PII]. Is this the correct mailing address for you guys?
[AGENT][NEUTRAL] No, that's not. Let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Just let me know when you're ready.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK, it's going to be [PII] and that's [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Do you have the payer ID?
[AGENT][NEUTRAL] Yes, that is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I get the time this morning?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] I know the plum pipe.
[AGENT][NEUTRAL] It's Medlik.
[CUSTOMER][NEUTRAL] Is there any group number or group name?
[AGENT][NEUTRAL] Yes, the group number is 144 0 wait no that's wrong group number is 20896.
[CUSTOMER][NEUTRAL] And the group name?
[AGENT][NEUTRAL] Steel Plumbing repair.
[CUSTOMER][NEUTRAL] Sorry, what, what's that again?
[AGENT][NEUTRAL] It's S T E M M L E.
[AGENT][NEUTRAL] Plumbing
[AGENT][NEUTRAL] Repair
[CUSTOMER][NEUTRAL] OK, uh, may I get the call reference and effective.
[AGENT][NEUTRAL] Uh, the effective date is [PII] and the call reference is going to be my name and today's date. My name is [PII], it's [PII]
[CUSTOMER][NEUTRAL] Like 210 services.
[AGENT][NEUTRAL] No, the policy terminated on [PII].
[CUSTOMER][NEUTRAL] So the member was not active. OK, got it. Uh.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. I hope you have a wonderful night. Thanks, thank you. Bye-bye.