AccountId: 011433970860
ContactId: 61888308-96ad-4c19-8bc2-487031bae5da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307140 ms
Total Talk Time (AGENT): 96898 ms
Total Talk Time (CUSTOMER): 103845 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/61888308-96ad-4c19-8bc2-487031bae5da_20250115T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the provider's office, Metroplex Care Group. I'm looking for a claim status. Could you please help me?
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII]. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Uh yeah. My callback number is [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What's [PII]'s date, um, policy number?
[CUSTOMER][NEUTRAL] 02274332.
[AGENT][NEUTRAL] OK, let me pull in the policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what is the date of service?
[CUSTOMER][NEUTRAL] The services for [PII] with the charged amount of $225 even.
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Metrobus Care Group.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII] while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mhm. You are on hold.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Thank you, [PII] for holding for me. So looking on that data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, no claim on file, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. May I get the effective date of the patient's policy?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] It's still active, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I get the mailing address to submit the claim?
[AGENT][NEUTRAL] Yes, you'll need to send it to APL claims.
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] 731.
[CUSTOMER][NEUTRAL] 24, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And may I get the payer ID?
[AGENT][NEUTRAL] Yes, it's 60801.
[CUSTOMER][NEUTRAL] Thank you. And may I get the timely for him to submit a claim?
[AGENT][NEUTRAL] There's not one.
[CUSTOMER][POSITIVE] Oh, I'm sorry?
[AGENT][NEGATIVE] We don't have a timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have any fax number to submit the claim?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you. And may I get your attention?
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Claims. OK, thank you. And um may I know you have any specific cover sheet need to need to be attached with the claim?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK. And may I know your name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] OK, thank you. And sorry, may I get the call reference number for this call?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you, [PII]. Thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a beautiful day and thank you for calling ATL.
[CUSTOMER][POSITIVE] Thank you as well. Bye bye.
[AGENT][NEUTRAL] Bye-bye.