AccountId: 011433970860
ContactId: 87708f0c-36b4-4c88-bd03-811120afc21b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216259 ms
Total Talk Time (AGENT): 64599 ms
Total Talk Time (CUSTOMER): 61048 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/87708f0c-36b4-4c88-bd03-811120afc21b_20250527T13:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's Office for Claims. My first name is [PII]. Initial and my last name is [PII].
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] 945137
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], and date of birth, [PII].
[AGENT][NEUTRAL] Alright thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII] and the amount is $110 even.
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] Do you have an amount after the primary paid?
[CUSTOMER][NEUTRAL] Um, OK, the amount is $10.72.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for that billed amount.
[CUSTOMER][NEUTRAL] So that
[CUSTOMER][NEUTRAL] OK, uh, may I know if a member is in active on the data of service?
[AGENT][NEUTRAL] Uh yes. Policy effective date is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] [PII], right.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] And uh may I know the timely filing limit to submit a claim?
[AGENT][NEGATIVE] No no timely filing.
[CUSTOMER][NEUTRAL] Mhm. And, uh, may I have the mailing address to submit a claim?
[AGENT][NEUTRAL] Mhm it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and do we have, uh, payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801 right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Thank you so much and uh may I have the uh call reference number for this one?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much for the information, [PII], and for your time. We appreciate it ma'am. Have a great day.
[AGENT][NEUTRAL] You too bye bye.