AccountId: 011433970860
ContactId: 4bb513f8-f73b-407d-8df6-460d361b060b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293980 ms
Total Talk Time (AGENT): 106198 ms
Total Talk Time (CUSTOMER): 81464 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/2025/01/15/4bb513f8-f73b-407d-8df6-460d361b060b_20250115T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from provider office looking for claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, I didn't get the first digits. Can you repeat the first digits?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, that's going to be 421-355.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And can you spell out your name, please?
[AGENT][NEUTRAL] So, that's [PII] [PII].
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah, the patient name, [PII], and date of birth, [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, date of service, [PII] and the amounting $344 even.
[AGENT][NEUTRAL] OK, thank you. And this was for dental?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was [PII], correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] We have no claims on file for December.
[CUSTOMER][NEUTRAL] OK. Can you help me with the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] And what's the mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Are you done?
[CUSTOMER][NEUTRAL] Can you spell it for me, [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's going to be [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Mhm.
[CUSTOMER][NEUTRAL] Give me a moment. [PII], then what's the zip code?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and how we can submit a claim electronically by paper mail or by fax?
[AGENT][NEUTRAL] You can either fax it, mail it or send it electronically.
[CUSTOMER][NEUTRAL] What's professional
[AGENT][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And what's going to be the effective date of the policy?
[AGENT][NEUTRAL] OK, the policy effective date is, let me get that for you.
[AGENT][NEUTRAL] [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And what's the timely filing limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] Got it. And what's the reference number?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date.
[CUSTOMER][POSITIVE] Uh, thank you for your wonderful time. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] You're as well. Thank you for calling.