AccountId: 011433970860
ContactId: 8cf1df7d-694a-48b3-a94c-dbd22dfdd248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175800 ms
Total Talk Time (AGENT): 85120 ms
Total Talk Time (CUSTOMER): 53627 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8cf1df7d-694a-48b3-a94c-dbd22dfdd248_20250325T19:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, we try to mail a claim to you guys and that got returned to us. I'm just trying to see if your address changed.
[AGENT][NEUTRAL] Um, yeah, if you send it to [PII], it did change from that address. I can go ahead and give you the address based on the policy. Um, may I have your name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah it's [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And you're calling from provider's office.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 01828911
[AGENT][NEUTRAL] All right. What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. All right, so this is one of our secondary policies. So the address, uh, the new address for the secondary policies is um [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then that was [PII].
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Yes, that's perfect, yes.
[CUSTOMER][POSITIVE] OK awesome I'll go ahead and rebull it thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today? We also have a fax number if you need it.
[CUSTOMER][NEUTRAL] Really quick actually because I don't know if Medicare crosses over to you. Are you able to check one day the service and see if you got it crossed over? If not, I can send it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't take ros over, so more than likely we don't have it, but I can check if you want me to. Um, what is the date of service?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What's the total charge amount?
[CUSTOMER][NEUTRAL] $372.
[AGENT][NEUTRAL] What's the procedure code?
[CUSTOMER][NEUTRAL] Uh, well, there's 4 of them on that claim.
[AGENT][NEGATIVE] Oh, then no.
[AGENT][NEGATIVE] We only received
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEGATIVE] Something different, OK, yeah, we have not received that one.
[CUSTOMER][POSITIVE] OK alright thank you have a good day.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][NEUTRAL] You're welcome. Have a
[CUSTOMER][NEUTRAL] But