AccountId: 011433970860
ContactId: 750ef89d-a9d5-43f3-95bc-40bbc50de2a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249009 ms
Total Talk Time (AGENT): 96424 ms
Total Talk Time (CUSTOMER): 126359 ms
Interruptions: 2
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/750ef89d-a9d5-43f3-95bc-40bbc50de2a4_20250425T14:55_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Doctor [PII]'s office, and I was calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And I'm sorry, can you spell your name?
[CUSTOMER][NEUTRAL] Sure, it's [PII]
[AGENT][POSITIVE] Thank you. And may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it is 116948, uh, that's the last digit, give me one second.
[CUSTOMER][NEUTRAL] 0.
[AGENT][NEUTRAL] All right. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, so the patient.
[CUSTOMER][NEUTRAL] It is [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, so that's. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Sure, the date of service was [PII], and the amount of the claim was for.
[CUSTOMER][NEUTRAL] $252?
[AGENT][NEUTRAL] OK. Let me see if I can find this claim. That was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Yeah, and for the future, you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Oh, hold on a second, let me, let me get, let me make a note of that. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now for future reference, give me a second.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And I'm sorry, what was it again?
[AGENT][POSITIVE] It's gonna be secured, secured.
[CUSTOMER][NEUTRAL] The website
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What public A
[AGENT][NEUTRAL] Am like in the morning [PII].
[CUSTOMER][NEUTRAL] OK, [PII], uh huh, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Alright, so it looks like we have not received this claim as of today for this member.
[AGENT][NEUTRAL] Um, do you need to verify the mailing address or the fax?
[CUSTOMER][NEUTRAL] OK, give me.
[CUSTOMER][NEUTRAL] Yes, if you give me a second, I just need to get to another screen and just make sure that I have the correct information. You do accept electronic claims or no?
[AGENT][POSITIVE] Mhm. Sure, take your time.
[AGENT][POSITIVE] We do. Yes, we do.
[CUSTOMER][NEUTRAL] OK, alright, give me one second, get back into that screen.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So I have the address as [PII].
[AGENT][POSITIVE] And that is correct.
[CUSTOMER][NEUTRAL] Is that correct? Alright, and then what's the payer ID? Is it 60801?
[AGENT][POSITIVE] 801. Yes, that is correct.
[CUSTOMER][NEUTRAL] OK, I'm not sure why I didn't go and then the last question I have then, um, because I'm just gonna resubmit it, but I just wanna make sure that I've verified everything when I gave you the ID, the subscriber ID or the um policy number, is that the correct number? Is there a 0 on the front or or does it matter? or you're able to identify him with or her with that um the 116?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yes, um, that, that's good enough. Um, it has the enough numbers. We don't really need the 0 in the front, um, we just need the seven digits. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, I will, um, then I will resubmit it and I will just, um, make sure I track it better this time because it's been the 30 days, so, OK, and I'm sorry, what's your name again?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so for your help. I appreciate it. Have a great weekend.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling ATL. Have a good day. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] Thank you alright bye bye.