AccountId: 011433970860
ContactId: 70348832-0a4b-4582-b1a7-9cb569d8d04b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276480 ms
Total Talk Time (AGENT): 90115 ms
Total Talk Time (CUSTOMER): 89129 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/70348832-0a4b-4582-b1a7-9cb569d8d04b_20250619T14:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, this is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim due. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number will be 02301609 ML 7.
[AGENT][NEUTRAL] Thank you. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the name will be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] And the date of birth is, yeah, [PII].
[AGENT][POSITIVE] OK, thank you. Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK, and then the bill amount?
[CUSTOMER][NEUTRAL] The bill amount will be of $108439.75.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] I don't have a date range that is from [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] We don't have any claims on file past [PII], so there's nothing on file for that date range.
[CUSTOMER][NEUTRAL] OK. May I have the mailing address?
[AGENT][NEUTRAL] Claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. May I have the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] May I have the timely firing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. May I have the group name?
[AGENT][NEUTRAL] Uh yes, one moment please.
[AGENT][NEUTRAL] Group name is ECU.
[AGENT][NEUTRAL] Worldwide.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have the group number?
[AGENT][NEUTRAL] 17,750.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The, uh, the payer name will be uh American Public Life, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, is that the same member, uh, ID which I gave you is correct?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK. Thanks for that. May I know the preferred method of billing?
[AGENT][NEUTRAL] As far as submitting claims?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, we don't have a preferred method. You can do it, uh, faxed, electronically or in the mail, either way.
[CUSTOMER][NEUTRAL] OK. Thank you. May I have your name, please?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. May I have your call reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], initial to my last name is [PII] and then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you, [PII], and have a good day.
[AGENT][NEUTRAL] You as well bye bye.