AccountId: 011433970860
ContactId: 719c7186-1856-4cff-9f28-d3d6880e2d69
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478059 ms
Total Talk Time (AGENT): 165095 ms
Total Talk Time (CUSTOMER): 179319 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/719c7186-1856-4cff-9f28-d3d6880e2d69_20250602T14:12_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for contacting HT. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider office. I'm looking for claim status.
[AGENT][NEUTRAL] Right I have the claim status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] I can help with claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. OK. Let me tell you the policy number. 1121325.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. The patient name is going to be?
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event we're disconnected?
[CUSTOMER][NEUTRAL] OK. The callback number is going to be, let me tell you.
[CUSTOMER][NEUTRAL] [PII]. This is the direct line.
[AGENT][NEUTRAL] Thank you and the date of service that we're looking for?
[CUSTOMER][NEUTRAL] OK. The date of service for this one, let me tell you.
[CUSTOMER][NEUTRAL] OK. Uh, date of service, [PII].
[AGENT][NEUTRAL] OK, now um
[CUSTOMER][NEUTRAL] And I didn't get your name. Could you please confirm your name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, my name is [PII]. And did you say that it was [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] Is that is that January, uh, or or what month is it?
[CUSTOMER][NEUTRAL] Uh, I said, uh, Jan, uh, [PII], 1111 2720224.
[AGENT][NEUTRAL] OK, thank you, and the bill amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Total charge amount is $795.
[AGENT][POSITIVE] OK, thank you. Um,
[AGENT][NEUTRAL] Did you receive a claim from us, uh, or did you receive anything from us? Um
[AGENT][NEUTRAL] On this plane
[CUSTOMER][NEGATIVE] No, we haven't received it. No, we haven't received any EOBRA from your side.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, um, let me just check because I'm not seeing anything for that danger service. Let me just, I'm just gonna go back over it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] I don't see anything. We, we changed our mailing address, so I'm wondering if it was sent to the right mailing address.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. So you mean, you mean to say the
[AGENT][NEUTRAL] I can verify
[CUSTOMER][NEUTRAL] You mean to say like you, you haven't received this claim?
[AGENT][NEUTRAL] No, no, I'm very sorry, we have not.
[CUSTOMER][NEUTRAL] OK. So could you please confirm the claim mailing so that we can submit via claim mailing address?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, of course. Our mailing address.
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me repeat myself. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] That that's correct, and it's [PII], [PII], and, and you spell [PII], it's OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and so it's [PII], and the, the abbreviation for the state is OK and then our zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Dash
[CUSTOMER][NEUTRAL] OK. Uh wait a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, please.
[CUSTOMER][NEUTRAL] Yeah, please let me know.
[AGENT][NEUTRAL] Yes, um, it's [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, wait a second.
[CUSTOMER][NEUTRAL] Yeah, wait a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You said [PII].
[AGENT][NEUTRAL] Uh, no, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. That's correct.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And, and uh what is the next?
[AGENT][NEUTRAL] And the rest of it is [PII], [PII].
[AGENT][NEUTRAL] And that is, yeah, sure, let me know what.
[CUSTOMER][NEUTRAL] So, wait a second.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] But actually, I tried to find this address. I'm not able to find this address.
[CUSTOMER][NEUTRAL] Uh, let me repeat myself.
[AGENT][NEUTRAL] Yeah, that's what our address.
[AGENT][NEUTRAL] Yes, it's it's [PII], yes, uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] But no, no, it's, it's, um, let's, let's go over it again. It's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh, that is the correct 10, wait, wait a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. OK, so could you please confirm the like
[CUSTOMER][NEUTRAL] Uh, membership, uh, policy effective date.
[AGENT][NEUTRAL] The policy went into effect on
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] The [PII], that's correct.
[CUSTOMER][NEUTRAL] OK. And what is, what is the termination date?
[AGENT][NEUTRAL] It's it's not termed it's it's still active.
[CUSTOMER][NEUTRAL] OK, it's still active.
[CUSTOMER][NEUTRAL] OK. And could you please confirm the time if I let me to submit this bill?
[AGENT][NEUTRAL] Now, is there any
[AGENT][NEGATIVE] There's there's no timely filing.
[CUSTOMER][NEUTRAL] OK. So, and I do have another date of service for the same patient.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is that date of service, please?
[CUSTOMER][NEUTRAL] Uh, date of service, [PII].
[AGENT][NEUTRAL] OK, yeah, I don't have that one either, um, well, so it's, it's not coming up in the in the system, so you, there's no timely filing, so you just send them both back to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great. So we have to resubmit this bill as well. So, could you please confirm the payer ID as well?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801. OK. And what would be the reference number for this call?
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII], and we'll use that today's date as our.
[CUSTOMER][NEUTRAL] OK. Your name is [PII]
[CUSTOMER][NEUTRAL] I kite and today's date, right?
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] Great. Thank you so much. Have a great day.
[AGENT][POSITIVE] OK, well thank you for contacting ATO. You have a very good day.
[CUSTOMER][NEUTRAL] Bye.