AccountId: 011433970860
ContactId: 5d44a1f0-9282-49f5-982e-966bb5a69ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205690 ms
Total Talk Time (AGENT): 79142 ms
Total Talk Time (CUSTOMER): 81115 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/5d44a1f0-9282-49f5-982e-966bb5a69ee5_20250320T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, this is [PII] here calling from provider's office to check on a client status.
[AGENT][NEUTRAL] Sure, and I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and it's a direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 258-532-5.
[AGENT][NEUTRAL] OK. Please repeat that number.
[CUSTOMER][NEUTRAL] 258-532-5
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and the patient's date of birth was [PII].
[AGENT][NEUTRAL] OK. Thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount is $629 and even.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file. Um, how was it submitted?
[CUSTOMER][NEUTRAL] Actually, it was submitted to uh electronically.
[AGENT][NEUTRAL] What pair ID was used?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Check on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The payer ID was 625,160.
[AGENT][NEGATIVE] No, ma'am. That's not the correct pair ID.
[CUSTOMER][NEUTRAL] OK, what's the payer ID?
[AGENT][NEUTRAL] Pay ID is 60801.
[CUSTOMER][NEUTRAL] OK. Uh, can I have the eligibility for this patient?
[AGENT][NEUTRAL] Yes, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, but upon checking this, just a moment, upon checking this pay ID shows that uh American Public Life Insurance.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, so I have to send the claims to American Public life, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 60801 OK uh what's the uh mm.
[CUSTOMER][NEUTRAL] Eligibility for the patient?
[AGENT][NEUTRAL] And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII] and the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can I get a call reference number for this?
[AGENT][NEUTRAL] Yes, for the call reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What's the family filing limit to submit the claim?
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And is there any
[CUSTOMER][POSITIVE] Uh, thank you so much, Avi. That's it for the day.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling ATL. You have a great rest of your day. Bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.