AccountId: 011433970860
ContactId: 57172a57-fb25-48f0-83e8-45731e7f82c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213940 ms
Total Talk Time (AGENT): 79757 ms
Total Talk Time (CUSTOMER): 118256 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/57172a57-fb25-48f0-83e8-45731e7f82c2_20250422T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Northside Hospital, the [PII] location, uh, regarding claims to see if you received one, if you didn't, if you accept them via fax. And would you please repeat your name, ma'am? I, I didn't make it out.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Oh yeah, no, it's [PII], and then I can definitely check on that claim for you for sure. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Absolutely [PII] and it's direct.
[AGENT][NEUTRAL] OK, thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Oh yeah, uh.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 02455103.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Bill to primary was $7,194.50.
[CUSTOMER][NEUTRAL] And care, if I understand my clearing house report, I think it rejected for no primary payer EOB.
[AGENT][NEUTRAL] OK, um, you did say the date of service was [PII], correct?
[CUSTOMER][NEUTRAL] [PII], ma'am.
[AGENT][NEUTRAL] [PII]. I apologize. OK.
[CUSTOMER][NEUTRAL] That's OK, that's OK.
[AGENT][NEUTRAL] All righty. Give me just a moment. Let me take a look here.
[CUSTOMER][NEUTRAL] Ready
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what was that bill amount again, [PII]? I apologize.
[CUSTOMER][NEUTRAL] That's OK, $7,194.50.
[AGENT][NEUTRAL] OK, so I don't have a claim for that amount for this date of service, um, you said that was uh before major medical?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I don't think you've got it.
[CUSTOMER][NEUTRAL] I'm sorry, it was for what?
[AGENT][NEUTRAL] Um, was that the amount before major medical paid?
[CUSTOMER][NEUTRAL] out before major
[CUSTOMER][NEUTRAL] Uh, yeah, that was just the to the primary that amount was billed correct, so, um, they paid, uh, like $12.86 and left it Cigna and it left it to like $1,289 to deductible.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I was trying to get that bill to you um so do you accept uh claims faxed?
[AGENT][NEUTRAL] 1200, OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Absolutely, let me know when you're ready and I can give you that fax number.
[CUSTOMER][POSITIVE] Absolutely let me know when you're ready and I can.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][POSITIVE] Excellent, that's perfect. I will get this over to you right away. Do you use call reference numbers, [PII]?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date, um, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Initial [PII]
[CUSTOMER][NEUTRAL] Alright, mine
[CUSTOMER][POSITIVE] Mine's P if you need it, I like [PII], uh, no, that's it. Thank you so much for your time.
[AGENT][POSITIVE] Alright, appreciate that. Alright, well, yeah, thanks for giving us a call. I hope you have a great rest of your day. You too thank you bye bye.
[CUSTOMER][POSITIVE] Have a good rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.