AccountId: 011433970860
ContactId: 51ececf0-a66d-4f54-b4d4-70d6d93feb8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218610 ms
Total Talk Time (AGENT): 80049 ms
Total Talk Time (CUSTOMER): 84850 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/51ececf0-a66d-4f54-b4d4-70d6d93feb8f_20250306T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling you from the provider's office looking for a claim status.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It's [PII] spelled like [PII].
[AGENT][POSITIVE] OK thank you and then can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII] and the extension will be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number will be
[CUSTOMER][NEUTRAL] 01749019.
[AGENT][NEUTRAL] OK, and then uh what what's the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. So this policy is, let's see, techno Medical. What was the uh date of service for this claim?
[CUSTOMER][NEUTRAL] I'm looking for [PII] with the bill amount of $322 and even.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Was this with Mercy East Ambulatory Services?
[CUSTOMER][NEUTRAL] If it's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But we did receive this claim I. uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. Is this uh denied client?
[AGENT][NEUTRAL] Yes, as we were missing the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did you receive this client?
[AGENT][NEUTRAL] This was received [PII], and it was processed [PII] or excuse me, [PII].
[CUSTOMER][NEUTRAL] Is the process in the renewal date the same?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the claim number for this one?
[AGENT][NEUTRAL] Uh, claim number is 3,412,950.
[CUSTOMER][NEUTRAL] 341-295-0, right?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. Thank you so much for that. Uh, at your end, there is any other insurance? Uh, do you know who's the primary insurance for this patient?
[AGENT][NEUTRAL] I do not, as this is their secondary medical policy.
[CUSTOMER][NEUTRAL] OK, so you are the secondary plan for this payer, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you so much for that and.
[CUSTOMER][NEUTRAL] Uh, could you spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's it for today, [PII], and I'm ready for the call reference number for this call.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, um, so my last initial is [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for assisting me for today. Have a wonderful day ahead and bye for now.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling ATL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Yeah