AccountId: 011433970860
ContactId: 67d36dfd-dbc9-4175-8b5d-98423cbf7a6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171440 ms
Total Talk Time (AGENT): 42576 ms
Total Talk Time (CUSTOMER): 80461 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/67d36dfd-dbc9-4175-8b5d-98423cbf7a6c_20250611T18:20_UTC.wav
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[AGENT][NEUTRAL] Calling ATL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, um, I'm calling with the provider's office. I'm trying to determine if you ever received a claim and if not, how I can get that to you.
[AGENT][POSITIVE] I'll be happy to assist with claim status today. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] Um, 02080722 M for Mike L for Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service for the claims?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It's, it's a date range and so it starts with [PII] through um [PII].
[AGENT][NEUTRAL] We don't have that on file.
[CUSTOMER][NEUTRAL] And they may have commas. OK, so.
[CUSTOMER][NEUTRAL] Is that something we can still submit at this time, um, or no? I mean he had a primary insurance at the time, so this is just um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You know, for the remaining balance of secondary.
[CUSTOMER][NEUTRAL] Um, what's the best way to submit that?
[AGENT][NEUTRAL] Um, you can do, uh, we have a payer ID, fax number, mailing address, which one would you like?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'll take the payer ID and the fax number.
[AGENT][NEUTRAL] He ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and payer ID was 60801?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will go ahead and resubmit it thank you very much.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Um, nope, uh, unless there's a reference number for the call.
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye.