AccountId: 011433970860
ContactId: 667d87c4-1b82-4813-864e-5b4d6cec51dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 428690 ms
Total Talk Time (AGENT): 96566 ms
Total Talk Time (CUSTOMER): 99030 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/667d87c4-1b82-4813-864e-5b4d6cec51dc_20250217T17:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of provider's office to check on a claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How are you doing today, [PII]?
[CUSTOMER][POSITIVE] I'm doing good as well. Thank you for asking.
[AGENT][NEUTRAL] You're welcome. What is your callback number, sir, and I can help you with claim status.
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII] with no extension.
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, his date of birth is [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] OK. The, uh, his policy number is 1,352,770.
[AGENT][NEUTRAL] OK, let me look that up real quick for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what is the data service claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the charging amount please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] The, the total charge amount is $8,139.51.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That's $75 even.
[AGENT][POSITIVE] Thank you and the name of the facility you're for please?
[CUSTOMER][NEUTRAL] Memorial Hospital for Cancer.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me [PII]. I did look and I do not find a claim on file that date of service of [PII].
[CUSTOMER][NEUTRAL] OK. One moment, please.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. The data service is [PII]. For that you can't pull a claim, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Then,
[CUSTOMER][NEUTRAL] May I know the patient's eligibility?
[AGENT][NEUTRAL] Yes, sir. Um, the patient's effective date is [PII].
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is this policy secondary for the patient?
[AGENT][NEUTRAL] Yes it's secondary policy.
[CUSTOMER][NEUTRAL] OK. One moment, please.
[CUSTOMER][POSITIVE] Thank you for your patience. Could you please spell your name for me?
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, OK, [PII]. Mm, can I get the mailing address?
[AGENT][NEUTRAL] Yes, sir. It's [PII].
[CUSTOMER][NEUTRAL] To submit the claim.
[AGENT][NEUTRAL] Yes sir, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. Can I get the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, can I get the timely filing limit to submit the claim?
[AGENT][NEUTRAL] We don't have one.
[CUSTOMER][NEUTRAL] OK. So, can I get the call reference number for this one?
[AGENT][NEUTRAL] Yes sir you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your assistance, [PII]. Have a great day.
[AGENT][POSITIVE] You too you have a good rest of your week and thanks for calling APL.
[AGENT][NEUTRAL] Bye bye.