AccountId: 011433970860
ContactId: 616ee716-e8e2-4ed6-a197-0219f0b91f09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267000 ms
Total Talk Time (AGENT): 86460 ms
Total Talk Time (CUSTOMER): 89818 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/616ee716-e8e2-4ed6-a197-0219f0b91f09_20250619T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the private office to to a line. And may I get your name?
[AGENT][NEUTRAL] It's [PII], and I, I'm sorry, could you repeat your name as well?
[CUSTOMER][NEUTRAL] Yes it does. [PII].
[AGENT][POSITIVE] OK thank you and then I can definitely check on that claim for you. Can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 2605256
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and then that bill amount please.
[CUSTOMER][NEUTRAL] Yes, it is $409 even.
[AGENT][NEUTRAL] OK, and then, uh, what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] Yes, it is PHD Jackson Memorial Hospital.
[AGENT][NEUTRAL] Do you have that um tax ID by chance?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, so we have not received that claim.
[AGENT][NEUTRAL] I do have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh can I get the patient policy was active for those?
[AGENT][NEUTRAL] Yes, uh, the effective date was [PII] and it is currently active.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And can I get the payer ID?
[AGENT][NEUTRAL] He ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. And the mailing address?
[AGENT][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Got it. And uh,
[CUSTOMER][NEUTRAL] I'm filing limit to submit the client.
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] The time finding limit for to submit the client?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][POSITIVE] OK, thank you. And uh
[CUSTOMER][NEUTRAL] Thank you. And uh can I get the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII], was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK thanks. No, that's it for today. Thank you. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling PL. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.