AccountId: 011433970860
ContactId: 72fa579b-df09-4ccb-a9fb-88ef678e92ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625510 ms
Total Talk Time (AGENT): 200653 ms
Total Talk Time (CUSTOMER): 226366 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/72fa579b-df09-4ccb-a9fb-88ef678e92ff_20250625T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII]. I'm from provider's office. How are you?
[AGENT][POSITIVE] I'm doing well [PII] how are you doing today?
[CUSTOMER][POSITIVE] I'm also good, thanks for asking me. I'm calling to check on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. May I please get the callback number?
[CUSTOMER][NEUTRAL] Callback number will be [PII], no extension.
[AGENT][NEUTRAL] OK. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's policy number is 1484326 and the name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull him up real quick.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] Thank you. OK, and then what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII]. The total charge amount is $150 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] Primary paid total, let me just check.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] Yeah, primary was BCBS and they paid, uh, they did not pay anything. They applied the claim towards deductible which is $38.80.
[AGENT][NEUTRAL] OK, and then may I have the name of the facility you're calling from, [PII]?
[CUSTOMER][NEUTRAL] Uh, the name of the facility is Elite Imagine LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look at this claim for us and I'll be right back, sir.
[CUSTOMER][POSITIVE] Take your time. I'm here.
[AGENT][POSITIVE] Thank you, thank you. I appreciate it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you so much for holding for me, [PII]. So looking for [PII] data service of [PII]. I do not find a claim on file for that date of service.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Could you please tell me the patient's effective date and term date?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] The effective date of the policy is [PII], and the policy did terminate on [PII]. Let me look though to see if he has an active policy. He does. Let me look on this active policy to see if there's any claim there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No sir, there's no claim on the active policy either. Well, let me see.
[CUSTOMER][NEUTRAL] Uh, any active policy patient have?
[AGENT][NEUTRAL] Yes, he has an active policy. The effective date is [PII], and the policy is current.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Is 212.
[CUSTOMER][NEUTRAL] Yeah, what is it? Is it 14?
[CUSTOMER][NEUTRAL] OK. 212
[AGENT][NEUTRAL] 3551.
[CUSTOMER][NEUTRAL] Thank you. And what is the timely filing limit?
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][NEUTRAL] OK. And could you please tell me the payer ID?
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] Thank you. And uh what is the uh claim mailing address?
[AGENT][NEUTRAL] The mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. So, uh, got you. Uh, uh, [PII] is the state. What is this, uh, [PII] is the city and the state, right?
[AGENT][NEUTRAL] It's [PII]. Yes, sir.
[CUSTOMER][NEUTRAL] OK. And uh just one moment.
[CUSTOMER][NEUTRAL] And do you accept claim via fax?
[AGENT][NEUTRAL] Yes, let me give you the fax number.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] 59423 and you're very welcome.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you. I really appreciate that. I do have 3 more claims with me. Will you be able to help me with that? Because if the claim is not on file, I still want to have the effective date and term date for the patient because we don't have access to the portal. Were you able to help me with that?
[AGENT][POSITIVE] Yes, I can help you with that.
[AGENT][NEUTRAL] What is, um, the next
[CUSTOMER][POSITIVE] Thank you. I appreciate that.
[AGENT][NEUTRAL] That's no problem. What is the next member's name?
[CUSTOMER][NEUTRAL] A member's name is [PII], [PII] is the first name. [PII], uh sorry, [PII] is the second name, the last name, and the member ID is 02518845. The date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull up this policy.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the date of service for [PII] and his uh charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge amount is $486 even.
[AGENT][NEUTRAL] OK, and then the charges after the primary paid.
[CUSTOMER][NEUTRAL] Yeah, that's right, you need the primary paid amount?
[AGENT][NEUTRAL] No, sir, just the uh balance after the primary paid.
[CUSTOMER][NEUTRAL] Balance is $61.16.
[AGENT][NEUTRAL] OK and then is it for the same facility?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again. I'm gonna look this one up and I'll be right back sir.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me. On this one, I do not find the claim on file and the effective date of the policy is [PII] and the policy is current and active.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that. Can we move to the next member?
[AGENT][POSITIVE] Yes, I'm finishing my notes up real quick and then we can move on.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what's the next member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh yeah. The next member's name is going to be, uh, policy number is 01991170. M as in Mary, L as in Lima, number 8. And the name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, and then um may I have the date of service and the charge amount for her?
[CUSTOMER][NEUTRAL] The date of service is [PII]. The total charge amount is $616 even and the leftover is $50.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In the same facility, the Elite Imaging LLC?
[CUSTOMER][POSITIVE] Yeah, that's, that's right.
[AGENT][NEUTRAL] Oh, OK. Quick hold again, I'll be right back, sir.