AccountId: 011433970860
ContactId: 8cc51218-786f-4bfb-8eaf-caa6c0e0e4ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234350 ms
Total Talk Time (AGENT): 78546 ms
Total Talk Time (CUSTOMER): 72549 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/8cc51218-786f-4bfb-8eaf-caa6c0e0e4ec_20241231T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes. Uh, hi, uh, on this side from provider's office, and I'm checking for claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. And it starts with D as in Delta, followed by 41800176.
[AGENT][NEGATIVE] Unfortunately, I can't pull the number with that number. Do you have an in hospitals number?
[AGENT][NEUTRAL] Or their name or social.
[CUSTOMER][NEUTRAL] Um uh yes, I do have the name and the first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] The last name is [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. Let me take a look by the name. Give me one moment please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] What is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's the date of service?
[CUSTOMER][NEUTRAL] [PII], charge amount $204 saving.
[AGENT][NEUTRAL] [PII], what was the date again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No claims on file for the date of service [PII].
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK. Uh, can I have the correct mailing address or the fax number of the electronic pay ID for the claims?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the claims mailing address would be [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it. And is there any a timely filing for the claims as well?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][POSITIVE] Got it. Thank you so much. And the electronic payer ID you have given is 60801. Is this correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] Got it, thank you. And uh.
[CUSTOMER][NEUTRAL] Can I also have the
[CUSTOMER][NEUTRAL] Now can I have the uh card reference number.
[AGENT][NEUTRAL] Call reference would be my name with my last initials and today's date. My name again is [PII] spelled [PII] The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much, sir, for helping me on this. You have a wonderful day ahead, so take care.
[AGENT][NEUTRAL] You too bye bye.