AccountId: 011433970860
ContactId: 72461c35-eb5f-4bfe-a027-02b6f024f2ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291980 ms
Total Talk Time (AGENT): 72259 ms
Total Talk Time (CUSTOMER): 85354 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/72461c35-eb5f-4bfe-a027-02b6f024f2ec_20250324T12:37_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I would like to check the status of a claim. Can you help me with that?
[AGENT][NEUTRAL] Yes, I can help with the claim status. And what is, is this for your policy?
[CUSTOMER][NEUTRAL] No, this is for a patient. Can you tell?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, and what is the policy number, please?
[CUSTOMER][NEUTRAL] The patient's primary insurance policy ID is Alpha 601451.
[AGENT][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] I said, no, I'm, I'm very sorry. I need the, uh, I need the APL um policy number. Do you have that, please?
[CUSTOMER][NEUTRAL] Actually I haven't been provided with that information.
[AGENT][NEUTRAL] OK, how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] The patient's first name is [PII], spelled [PII].
[AGENT][POSITIVE] Thank you. And the last name?
[CUSTOMER][NEUTRAL] The patient's last name is [PII], spelled [PII].
[AGENT][NEUTRAL] Thank you. And their date of birth?
[CUSTOMER][NEUTRAL] The patient's date of birth is [PII].
[AGENT][NEUTRAL] OK, are you able to give me a callback number in the event that we're disconnected?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] What is the date of service, please?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] Is there a bill amount that I should look for?
[CUSTOMER][NEUTRAL] The claim billed amount is $99.
[AGENT][NEUTRAL] OK, [PII], I don't have your claim. It is not on file.
[CUSTOMER][NEUTRAL] Just to make sure that I didn't give you the wrong information, the patient's primary plan ID is [PII], and their name is [PII]. The date of service is [PII], and the billed amount is $99. Would you mind checking again with that information?
[AGENT][NEUTRAL] Yes, I'll check it. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm sorry, we do not have your claim.
[CUSTOMER][NEUTRAL] Thank you for checking. Could you help me with some additional questions I have? What's the timely filing limit for claims?
[AGENT][NEGATIVE] There is no timely filing.
[CUSTOMER][NEUTRAL] Where should we send supporting documentation?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] To confirm, I have [PII]. Is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Thank you. What is the payer ID number?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] Can I have the reference number for this call?
[AGENT][POSITIVE] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that in today's date as a reference. Is there anything else I can help with? Otherwise, thank you for contacting HDL and have a very good day.
[CUSTOMER][POSITIVE] Thank you, [PII]. That's everything.