AccountId: 011433970860
ContactId: 3dc34767-63c3-462f-98e4-3e4c969c3dd5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 705599 ms
Total Talk Time (AGENT): 157341 ms
Total Talk Time (CUSTOMER): 213937 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3dc34767-63c3-462f-98e4-3e4c969c3dd5_20250611T17:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office. I just need a status of a claim.
[AGENT][NEUTRAL] I cannot be a claim status then. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, sure. It would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, that's right. [PII].
[AGENT][NEUTRAL] OK, and what is the policy number?
[CUSTOMER][NEUTRAL] Uh, it's A as in Alpha, 6013545101.
[AGENT][NEUTRAL] OK, I'm sorry. I think I, I lost you. I have A 601354 and what was the rest?
[CUSTOMER][NEUTRAL] 51
[CUSTOMER][NEUTRAL] 01.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not showing that as the policy number. Do you see anything that says um
[AGENT][NEUTRAL] Policy certificate number or benefit number?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, no.
[CUSTOMER][NEUTRAL] Uh, can I check with the patient's name and date of birth?
[AGENT][NEUTRAL] Um, what's the last name?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Uh, [PII]. It's spelled as, can you spell it, can I spell it?
[AGENT][NEUTRAL] Yes, please spell the last name first and then I'll look at the first.
[CUSTOMER][NEUTRAL] Yeah. [PII] [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] And RE OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] [PII] is the last name?
[CUSTOMER][NEUTRAL] Uh, and again I say one another name, [PII].
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm not finding them with the last name [PII]
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, can I check with this last number? Last name? It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] True.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And was the first name?
[AGENT][NEUTRAL] Uh, RE.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] No, no, it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, give me just one moment, I'm still looking.
[CUSTOMER][NEUTRAL] Sure, sure.
[AGENT][NEUTRAL] Alright, and what is her date of birth?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it's [PII] Wait.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] I have data service.
[AGENT][NEUTRAL] OK, and what is that?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $250 even.
[AGENT][NEUTRAL] Alright, give me just one moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, give me just one moment.
[CUSTOMER][POSITIVE] Sure. Take your time.
[AGENT][NEUTRAL] And the total bill amount was $250?
[CUSTOMER][NEUTRAL] Yes, $250 even.
[AGENT][NEUTRAL] OK, I'm not showing claim for that amount for that date of service.
[CUSTOMER][NEUTRAL] OK. Can we rebuild the claim for that one?
[AGENT][NEUTRAL] Um, I'm sorry, what was that question?
[CUSTOMER][NEUTRAL] Can we rebuild the claim? I mean, can you, can we submit the claim again?
[AGENT][NEUTRAL] Yes, you can resubmit the claim. Do you need our fax number?
[CUSTOMER][NEUTRAL] Oh, I need a mailing address and I need a policy ID. You said the policy ID was incorrect.
[AGENT][NEUTRAL] OK, the policy number is 25.
[AGENT][NEUTRAL] 12.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] 945.
[CUSTOMER][NEUTRAL] It's 251-294-5, right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][POSITIVE] OK. Thanks for the information.
[CUSTOMER][NEUTRAL] Uh, can I know the and the date of the policy?
[AGENT][NEUTRAL] Uh, the effective date was [PII].
[AGENT][NEUTRAL] And it is currently active.
[CUSTOMER][NEUTRAL] Uh, one more thing, uh, is the baby added to the policy?
[AGENT][NEUTRAL] Uh, the baby is covered under the policy, yes.
[CUSTOMER][NEGATIVE] Actually, no.
[CUSTOMER][POSITIVE] OK, thanks for the information.
[CUSTOMER][NEUTRAL] OK, thanks for the information. And uh can I get the mailing address?
[AGENT][NEUTRAL] It will be attention to the claims department.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thanks for that one. And can I get the time limit for submission of the claim?
[AGENT][NEUTRAL] Uh, we do not have timely filing limits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can I get the pay ID?
[AGENT][NEUTRAL] Our PR ID is 60801.
[CUSTOMER][NEUTRAL] OK. Uh, one more question. Uh, you are the, uh, secondary one, secondary insurance, right, for the patient?
[AGENT][NEUTRAL] Correct, this is secondary.
[CUSTOMER][POSITIVE] OK, thanks for it. And
[CUSTOMER][NEUTRAL] Can I have your name, please?
[AGENT][NEUTRAL] Um, my name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Uh, can you repeat it again? Your voice got break in between.
[AGENT][NEUTRAL] Um, we don't have call reference numbers, but you can use my first name, last initial oh, what, what was that?
[CUSTOMER][NEGATIVE] No, no, no.
[CUSTOMER][NEGATIVE] No, no, I'm asking, uh, I'm, I'm asking your name. Your voice got break with me.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] My name?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And the last name is [PII], right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, thank you, enjoy enough for that one.
[CUSTOMER][POSITIVE] OK. And thank you so much, [PII], for the information. Thank you so much for the assistance and have a great day, [PII].
[AGENT][POSITIVE] Thank you for calling ATL. If there's nothing else, I hope you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] You too. Have a great day.
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.