AccountId: 011433970860
ContactId: 73aa584f-68bd-4343-a0c3-3cfc030550fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326320 ms
Total Talk Time (AGENT): 134731 ms
Total Talk Time (CUSTOMER): 67989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/73aa584f-68bd-4343-a0c3-3cfc030550fa_20250522T20:04_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] Yes, ma'am, I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] It's 02185085.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] And the patient's first name is [PII], and there is a middle name, it's [PII], and the last name is [PII].
[AGENT][NEUTRAL] Thank you. And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the uh callback number, please, in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the date of service that we're looking for for [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And is there a particular bill amount?
[CUSTOMER][NEUTRAL] It's $42,629 even.
[AGENT][NEUTRAL] OK, thank you. Let me just see what we have here.
[AGENT][NEUTRAL] OK, thank you. Um, your claim number for this.
[AGENT][NEUTRAL] It's 35.
[AGENT][NEUTRAL] 69.
[AGENT][NEUTRAL] 104.
[AGENT][NEUTRAL] And it looks like um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We received your claim.
[AGENT][NEUTRAL] Uh, on the [PII] and we processed it on the [PII]. Uh, because we are the secondary insurance, we need the explanation of benefits from her primary insurance.
[AGENT][NEUTRAL] In order to finish processing the claim, so it's pended um for the explanation of benefits.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Actually, we have already sent the primary UB. Could you please check whether you received or not?
[AGENT][NEUTRAL] Yes, certainly. And when did you send it?
[CUSTOMER][NEUTRAL] Uh, it was on [PII].
[AGENT][NEUTRAL] OK. OK, great. Excuse me just a moment. I'll go for that. I'll be right back. Excuse me just one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I'm, I'm sorry, I don't have any explanation of benefits for this, um, ER visit. Do, do you know where you sent it to?
[AGENT][NEUTRAL] Because we have changed their mailing address.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK. Uh, it's OK. We can raise some in there. Could you please provide me the fax number?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, would you like our mailing address? We also have a, an online service center that you can send it to as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Could you please provide me the mailing address?
[AGENT][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And our zip code is [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Yeah, go ahead. Uh, it's uh [PII]. Uh, could you please spell that?
[AGENT][POSITIVE] Yes, certainly I can. um, [PII], it's OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the abbreviation for the state is OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, may I know your name?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] The first letter of my last name is [PII]
[AGENT][NEUTRAL] Is in kite.
[AGENT][NEUTRAL] And we're going to use today's date as our reference.
[AGENT][NEGATIVE] Now there's no timely filing for this, so any time.
[CUSTOMER][NEUTRAL] Uh, could you also provide me?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] It's OK. Thank you. Could you please provide me the call reference?
[AGENT][NEUTRAL] It's going to be my name, which is [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] OK, [PII], thank you for contacting ATL. You have a very good day.