AccountId: 011433970860
ContactId: 55363de5-c45a-413b-bd1c-ffb24e60662d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496500 ms
Total Talk Time (AGENT): 116541 ms
Total Talk Time (CUSTOMER): 108606 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/55363de5-c45a-413b-bd1c-ffb24e60662d_20250409T18:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATS. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hey, hi. My name is [PII] calling from provider's office to check on the claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim. Can I please get your callback number, sir?
[CUSTOMER][NEUTRAL] Yeah, so that is [PII], which is a direct line, we don't have an extension. May I know your good name?
[AGENT][NEUTRAL] Yes, my name is [PII]
[AGENT][NEUTRAL] And can you give me the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure. Uh, patient first name is [PII] and the last name is [PII]. The date of birth is on uh [PII].
[AGENT][NEUTRAL] OK, and then what is the patient's policy number please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number is 1,352,770.
[AGENT][NEUTRAL] OK, thank you, sir. Let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service is on, uh, the admin date is on [PII] and this is on [PII].
[AGENT][NEUTRAL] So it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the charge amount?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The total amount that will be, one moment.
[CUSTOMER][NEUTRAL] It's $6,369 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Every
[CUSTOMER][NEUTRAL] Uh, the primary paid, uh, about, uh,
[CUSTOMER][NEUTRAL] $2,461 even and the $75 is cross over to secondary.
[AGENT][NEUTRAL] Thank you, sir. And then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Why do you know
[CUSTOMER][NEUTRAL] The name of the facility is Memorial Hospital for Cancer and the allergic Diseases.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, sir, while I look up this claim for us, Mr. [PII], and I'll be right back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you [PII] for holding for me. So I am not finding name on file for the amount you have given for the data service of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the number effective date and the termination date of the policy?
[AGENT][NEUTRAL] The effective date of the policy is.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] [PII] and the policy is still active and current.
[CUSTOMER][NEUTRAL] And know time filing you to submit a claim.
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I, may I get the mailing address?
[AGENT][NEUTRAL] Yes sir, that would be [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] I got.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, you was, uh, breaking. Could you please repeat the address one more time?
[AGENT][NEUTRAL] Yes, that's [PII], that's in [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you have electronic pay ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] Thank you so much. Could you please provide me the call reference number?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, [PII], and have a good day.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Is that all I can help you with before we go?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance.
[AGENT][POSITIVE] OK, well, thank you for calling [PII]. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Yeah