AccountId: 011433970860
ContactId: 80a54730-324f-4f88-8b4c-8b265667e2f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257220 ms
Total Talk Time (AGENT): 104118 ms
Total Talk Time (CUSTOMER): 70559 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/80a54730-324f-4f88-8b4c-8b265667e2f4_20250212T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from provider's office to check on status of a claim. Could you please help me with that?
[AGENT][POSITIVE] Yeah, absolutely. Happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Sure. Me's policy number 025.
[CUSTOMER][NEUTRAL] 18,270.
[AGENT][POSITIVE] All right, thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure member's name it's.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that. And then what's the date of service?
[CUSTOMER][NEUTRAL] D of service [PII].
[CUSTOMER][NEUTRAL] Amount of $1,344.48.
[AGENT][NEUTRAL] Thank you. Not showing any claims on file for that date of service.
[CUSTOMER][NEGATIVE] Not showing
[CUSTOMER][NEUTRAL] Could you please confirm whether the member is active on the date of service?
[AGENT][NEUTRAL] This member plan, let's see, this plan was active on 8-1-24. The date of service was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Let me check this other policy.
[AGENT][NEUTRAL] And what was the bill amount again? I apologize.
[CUSTOMER][MIXED] It's OK. But the amount, $1,344.48.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for this state of service. The claim was received [PII]. The claim was denied. We requested the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] No, no, I need to.
[CUSTOMER][NEUTRAL] Could you please provide me the mailing address and the fax number to some of this primary you'll be for this member?
[AGENT][NEUTRAL] Yeah, absolutely. Mailing address is [PII].
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And the fax number?
[AGENT][NEUTRAL] And the fax number is 877365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Thank you so much. And could you please confirm the claim number for me?
[AGENT][NEUTRAL] Mhm claim number is going to be 354.
[AGENT][NEUTRAL] 4021.
[CUSTOMER][POSITIVE] Thank you so much. And the timely filing limit to Summit in primary year be?
[AGENT][NEGATIVE] Uh, no timely filing limit.
[CUSTOMER][POSITIVE] OK, thank you so much for this information and the card reference number, please?
[AGENT][NEUTRAL] Call references my name with my last initial then to this date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you, thank you for your assistance and have a great day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.