AccountId: 011433970860
ContactId: 78890a0e-12c3-4304-b6f9-1d1b8cf06ace
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283440 ms
Total Talk Time (AGENT): 97097 ms
Total Talk Time (CUSTOMER): 106224 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/78890a0e-12c3-4304-b6f9-1d1b8cf06ace_20250521T19:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hello, my name is [PII] calling for the provider to get on claim status. Please be informed this call has been recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, I could check on a claim for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Oh sorry, it will be [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Got you. Sorry about that. OK, and then, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm it will be [PII], no extension direct line.
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number, it will be.
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 021826 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] The member's name is [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service will be [PII].
[AGENT][NEUTRAL] [PII]. Uh-huh, go ahead.
[CUSTOMER][NEUTRAL] And the bill amount will be?
[CUSTOMER][POSITIVE] Oh yes, yes.
[CUSTOMER][NEUTRAL] And the bill amount will be $296 even.
[AGENT][NEUTRAL] 296. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I am not showing that we've received a claim for this number for that date of service reel.
[CUSTOMER][NEUTRAL] OK, uh, like for your information, like we have submitted this claim on uh to [PII].
[AGENT][NEUTRAL] Uh, yeah, I'm not showing that we've received any claims for the state of service for this number. This was for [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, I'm not showing that we have any claims for that date of service.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Is the patient active on data of service?
[AGENT][NEUTRAL] Yes, this policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] OK. So no term date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what will the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] And you are the secondary for this member?
[AGENT][NEUTRAL] That's correct. This is a secondary medical policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And when was the last CO be updated?
[AGENT][NEUTRAL] Uh, that was, let's see.
[AGENT][NEUTRAL] I'm I'm sorry, um, when was what updated?
[CUSTOMER][NEUTRAL] Uh, last COB updated coordination of benefits.
[AGENT][NEUTRAL] Um, so this policy doesn't have a coordination of benefits.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. And what will the timely filing for the claim submission?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] And what will the mailing address for the claim submission?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what will the call reference for this claim?
[AGENT][NEUTRAL] That will be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I can help you with for you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Uh, no. Thank you for your information and for your assistance. Have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.