AccountId: 011433970860
ContactId: 5ab0f1a7-2e76-4cd0-87b2-2de151633638
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325359 ms
Total Talk Time (AGENT): 122414 ms
Total Talk Time (CUSTOMER): 103670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/5ab0f1a7-2e76-4cd0-87b2-2de151633638_20250326T15:22_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Henry Ford Health System looking for the claim status.
[AGENT][NEUTRAL] What is your name again?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], thank you. What is your callback number?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line actually.
[AGENT][NEUTRAL] Thank you. What is that policy number, please, [PII]?
[CUSTOMER][NEUTRAL] The patient's policy number is going to be 02121815.
[AGENT][NEUTRAL] OK, I have that as 02121815 for that policy number for the member. Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is on.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. I have that pulled up and again you have a claim status. I can help you. You can also check claim status by visiting our secure portal at [PII]. And what is that date of service and charge amount please, total charge amount?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The date of service for my client is on.
[CUSTOMER][NEUTRAL] [PII] for the bill amount of $590 even.
[AGENT][NEUTRAL] OK. And to repeat, I have that as [PII] for $590 even.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] I do not show that that claim is on file for this member.
[CUSTOMER][NEUTRAL] There is no claim, right?
[AGENT][POSITIVE] No claim on file, yes, that is correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Is the patient is active for the date of service?
[AGENT][NEUTRAL] Uh, no, the patient is not. This policy termed as of [PII].
[CUSTOMER][NEUTRAL] But we have received the payment for the same patient for the date of service, which is on [PII].
[AGENT][NEUTRAL] Do you have a different policy number for the patient then to reference that payment?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Actually, uh no, it remains the same policy number.
[AGENT][NEUTRAL] I'm sorry, this policy again termed as of [PII].
[AGENT][NEUTRAL] Give me one moment to check for an active policy. One moment.
[CUSTOMER][NEUTRAL] OK. Just give me a moment.
[CUSTOMER][POSITIVE] Yeah, yeah, please take it out.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the amount of the payment that you received for this number?
[CUSTOMER][NEUTRAL] Yes, we have.
[AGENT][NEUTRAL] You said it was for date of service of [PII]?
[CUSTOMER][POSITIVE] You're right.
[AGENT][NEUTRAL] OK, and that is that actually a different policy number, so let me give that information to you so you can update your system when you're ready for that.
[CUSTOMER][NEUTRAL] Yeah, it's just a
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] I'm ready for the policy number here.
[AGENT][NEUTRAL] OK, the policy number is 02448549.
[CUSTOMER][NEUTRAL] From when it was active?
[AGENT][NEUTRAL] It was active as of [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Is this active for my date of birth?
[AGENT][NEUTRAL] Yes it is and the claim is not on file.
[CUSTOMER][NEUTRAL] OK. Can you please confirm the dates for filing the claim to your end?
[AGENT][NEUTRAL] OK, your mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, just a moment, please.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] 73124-8950, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can you please confirm the payer ID for the EDI submission?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. Thank you. What is the timely calling limit for filing the claim to your end?
[AGENT][NEUTRAL] You're welcome. Uh, there's no time we falling to submit a claim.
[CUSTOMER][NEUTRAL] May I have the reference number for our today's call?
[AGENT][NEUTRAL] We do not use the reference numbers, Priscilla. You can use my name [PII] last initials [PII], and today's date.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] You guys
[CUSTOMER][POSITIVE] Thank you so much, [PII], for all the information you have been provided on the call and have a nice day. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Take care as well. Bye bye.
[CUSTOMER][NEUTRAL] This.