AccountId: 011433970860
ContactId: 3ae606e3-91f7-4e05-9370-774511e56717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287029 ms
Total Talk Time (AGENT): 113079 ms
Total Talk Time (CUSTOMER): 109869 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3ae606e3-91f7-4e05-9370-774511e56717_20250521T15:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from University of Louisville Hospital. I just would like to check claim status, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely my callback number direct line is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Oh yes, one sec here. That would be 02449754?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] This is for [PII], born [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I have here [PII] with a total charge of $7,537.60.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][POSITIVE] Exactly, yes.
[AGENT][NEUTRAL] OK, and that was uh 750 excuse me, $7,537.60?
[CUSTOMER][POSITIVE] Exactly, yes.
[AGENT][POSITIVE] Got it OK thank you one moment.
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, and then, oh, was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] Um, that was the total bill amount of the claim after uh when we billed Aetna. But I believe the portion that you need to cover after Aetna paid is only $3,178.
[AGENT][NEUTRAL] 3,178. OK and then um do you have the tax ID for this provider Al?
[CUSTOMER][NEUTRAL] Oh yes, one sec here.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, so I am not showing that we have received this claim L.
[CUSTOMER][NEUTRAL] I see. Well, may I know what is the uh claims address for us to submit this, please?
[AGENT][NEUTRAL] Of course I've also got a fax number and a pair ID I can give you if you'd like uh so our mailing address is.
[CUSTOMER][NEUTRAL] I can get mhm.
[AGENT][NEUTRAL] Yeah, our mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the payer ID please?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] I'm sorry, can you please repeat it one more time?
[AGENT][NEUTRAL] Yeah, 60801.
[CUSTOMER][POSITIVE] Perfect. And how about the fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Any attention?
[AGENT][NEUTRAL] Claims department
[CUSTOMER][NEUTRAL] And could you please also confirm if the patient has coverage with uh APL for the state of service?
[AGENT][NEUTRAL] Yes, uh, so this policy's effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] Currently active. OK, and what would be the time you finding for us to submit this one?
[AGENT][NEGATIVE] Sure there's no timely filing limit.
[CUSTOMER][POSITIVE] No timely Friday limit perfect.
[CUSTOMER][NEUTRAL] Alright, I think that's all I need for today. We'll go ahead and have this one sent for processing. Could you please spell your name for me?
[AGENT][NEUTRAL] Sure, it is uh [PII]
[AGENT][NEUTRAL] And then if you needed a uh call reference number that would be my first name last initial and today's date um so my last initial is A.
[CUSTOMER][POSITIVE] OK, beautiful. Alright, thank you so much for this [PII]. I really appreciate it. You have a blessed and wonderful day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.