AccountId: 011433970860
ContactId: 4c4e3088-497f-4a54-a5ce-d2b792e37e97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254339 ms
Total Talk Time (AGENT): 79232 ms
Total Talk Time (CUSTOMER): 106880 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/4c4e3088-497f-4a54-a5ce-d2b792e37e97_20250121T14:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your first name?
[AGENT][NEUTRAL] It's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Thank you. I'm sorry I just cut out a little bit so um I have a question. We have a husband and wife that came into our office we submitted claims for them back in October and we've never received anything back so I just wanna see if you received those and double check like the payer ID number.
[AGENT][NEUTRAL] Uh yes, ma'am. I can assist you with claim status. Um, first, can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Sure it's [PII] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01951178
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the date of service and bill charges on her claim?
[CUSTOMER][NEUTRAL] [PII] for $185.
[CUSTOMER][NEUTRAL] Providers
[CUSTOMER][NEUTRAL] 541-383-70
[AGENT][NEUTRAL] OK, I'm not showing a claim on file with that date of service for [PII], um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What, what about her husband? You said you had claims for him too.
[CUSTOMER][NEUTRAL] I do, um, his name is [PII]. Date of birth [PII], um, it's the same data service [PII] and his was $272.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for him either.
[CUSTOMER][NEUTRAL] OK, can you tell me, uh, payer ID I have is 60801, is that correct?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] Huh, OK.
[AGENT][NEUTRAL] And claims can also be faxed in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What's your fax number?
[AGENT][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also just let me advise you, um, well, verification of coverage does not guarantee payment of claims. I am showing the effective date on this policy was [PII], and I'm showing that this policy did expire on [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Oh, OK, so they, so they're not gonna have coverage for the state of service and that's basically what what that's indicating, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] In a term for for both of them correct?
[AGENT][NEUTRAL] Yes, ma'am, I did.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will contact the patient then thank you for your help.
[AGENT][NEUTRAL] OK, no problem, [PII]. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, just if you have a call reference number.
[AGENT][NEUTRAL] You can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] Perfect. OK, all right, thank you [PII].
[AGENT][POSITIVE] OK. You're welcome, [PII]. Thank you for calling ATL. You have a great day.
[CUSTOMER][NEUTRAL] You too mhm bye bye.
[AGENT][POSITIVE] Thank you. Bye.