AccountId: 011433970860
ContactId: 70002b90-e0d2-4aa6-945d-1b74b60ca956
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 495540 ms
Total Talk Time (AGENT): 113320 ms
Total Talk Time (CUSTOMER): 343782 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/70002b90-e0d2-4aa6-945d-1b74b60ca956_20250130T18:12_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider's office, uh, to check on claim status.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, sure, I can assist your claim status, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 09059601.
[AGENT][NEUTRAL] Can you repeat that number one more time?
[CUSTOMER][NEUTRAL] Yeah, do it.
[CUSTOMER][NEUTRAL] 09059601.
[AGENT][NEUTRAL] not pulling anything up with that number, um, Mr. [PII], do you have another number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, [PII], um, oh, I only have this member ID, so can you check my patient's name, address, date of birth?
[AGENT][NEUTRAL] What's the spelling of the last name?
[CUSTOMER][NEUTRAL] Uh, the patient's last name is [PII].
[AGENT][NEUTRAL] Can you spell it out?
[CUSTOMER][NEUTRAL] Sorry? [PII].
[AGENT][NEUTRAL] Can you spell it out?
[AGENT][NEUTRAL] OK, and the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And what's the date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Sure.
[AGENT][NEUTRAL] OK, let me see if I can find this number. One moment.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, so we can.
[AGENT][NEUTRAL] Do you know the address?
[CUSTOMER][NEUTRAL] Uh, yeah, so let me provide you with the address, uh, [PII], and the state is [PII] zip code [PII].
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But you have to like for you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Mhm. Take your time.
[AGENT][NEUTRAL] Still searching.
[CUSTOMER][NEUTRAL] The.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] OK, I found him.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII], and the bill amount is $301.36 and I have a specific question.
[AGENT][NEUTRAL] OK, what is your specific question?
[CUSTOMER][NEUTRAL] I just know, uh, want to know the status for CPD code 99202.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And you said it was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK one moment let me see this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] that they want.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] We have no claims on file for April for this member.
[CUSTOMER][NEUTRAL] I'm gonna
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No claim on file for [PII].
[AGENT][POSITIVE] Correct. There's no claims on file.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Alright, uh, so can you, uh, just confirm me, uh, the correct payer ID to submit the claim.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, this claim needs to go either by fax or mail.
[AGENT][NEUTRAL] Um, I can give you the fax number or the mailing address.
[CUSTOMER][POSITIVE] I think the right.
[CUSTOMER][NEUTRAL] OK, uh, can you provide, uh, provide me the fax number first?
[AGENT][NEUTRAL] OK, sure. The fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Then again after.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And any attention?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] And may I get mailing address?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] 99.
[AGENT][NEUTRAL] 8950.
[CUSTOMER][NEUTRAL] And uh can you just also confirm me whether the patient's plan is still active or not?
[AGENT][NEUTRAL] No, it is not active any longer, but the termination date was [PII].
[CUSTOMER][NEUTRAL] OK. All right. Thank you for the information. And may I get your first name and last name initial.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] And a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Alright, OK, thank you so much for the confirmation.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye, Mr. [PII].