AccountId: 011433970860
ContactId: 76ad4d0e-68bb-4192-9d4c-eaeec40ff044
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266380 ms
Total Talk Time (AGENT): 84989 ms
Total Talk Time (CUSTOMER): 124567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/76ad4d0e-68bb-4192-9d4c-eaeec40ff044_20250225T17:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] Uh, I need to check on a claim for a patient. Can you help?
[AGENT][NEUTRAL] Yes, I can verify claim status for you. And [PII], what is that policy number?
[CUSTOMER][NEUTRAL] I have 971-111.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do, yes. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it's a direct line.
[AGENT][NEUTRAL] OK, and verify the patient's name.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Excuse me. I have the date of service as [PII].
[CUSTOMER][NEUTRAL] The total bill is $728.56.
[AGENT][NEUTRAL] And I apologize. What was the date of service again?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the balance after primary process claim?
[CUSTOMER][NEUTRAL] Uh, the balance is $50.
[AGENT][NEUTRAL] You said data service is [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do not show we received that claim. Can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure. So it is a Medicare, uh, not a Medicare, just a second.
[CUSTOMER][NEUTRAL] Yup. So we mailed it to, excuse me, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, that is correct. If you like, I can give you a fax number if you like to fax the claim to our office.
[CUSTOMER][NEUTRAL] Mm, surely, I will take that, but, uh, uh, the mail, uh, the claim was mailed on [PII]. So, uh, would it be received at your end or like does it usually take longer than that to?
[AGENT][NEUTRAL] We don't know how long it takes for claims to get to our office, but we have not received the claim. So you can either remail it or you can fax it to our office.
[CUSTOMER][NEUTRAL] Have it
[CUSTOMER][NEUTRAL] Mhm. All right, I will take the fax number.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] All right. I have got [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And the mailing address that I verified was correct, right? [PII].
[AGENT][NEUTRAL] [PII], correct.
[CUSTOMER][NEUTRAL] OK. All right. And do you have a reference number for the call?
[AGENT][NEUTRAL] Uh, no, sir, we don't give reference numbers. You may use my name in today's date.
[CUSTOMER][NEUTRAL] All right. And I have one more uh data of service for the same patient.
[AGENT][NEUTRAL] OK. Day service and amount of the charge.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total bill for [PII] is $416.74. That's 416.74.
[AGENT][NEUTRAL] Balance after primary.
[CUSTOMER][NEUTRAL] $66.54.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And we have not received that claim neither.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] All right. Uh, what's your Per ID? Is there any Per ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] All right. And lastly, what's your name?
[AGENT][NEUTRAL] Uh, it's [PII], last initial [PII]
[CUSTOMER][POSITIVE] All right. That would be it. Thank you.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye.