AccountId: 011433970860
ContactId: 92a1da1f-49b7-421f-ab85-1363fc884fd6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235600 ms
Total Talk Time (AGENT): 109318 ms
Total Talk Time (CUSTOMER): 62588 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/92a1da1f-49b7-421f-ab85-1363fc884fd6_20250619T17:44_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm checking for claim status. And did you say your name is [PII]?
[AGENT][NEUTRAL] So, so.
[CUSTOMER][NEUTRAL] Sorry, what was that?
[AGENT][NEUTRAL] And sure, I can. So, [PII].
[AGENT][NEUTRAL] And Ms. [PII], may I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure, one moment. It is 257-881-9.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, sure, one moment. My name is.
[CUSTOMER][NEUTRAL] [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Perfect thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] How much is the total charge?
[CUSTOMER][NEUTRAL] This is for $104 even.
[AGENT][NEUTRAL] What's the name of the facility, Ms. [PII]?
[CUSTOMER][NEUTRAL] It is Osher Home Medical Equipment.
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII] and that's just optional. And let's see.
[AGENT][NEUTRAL] We have not received that claim as of today.
[AGENT][NEUTRAL] Miss [PII]
[CUSTOMER][NEUTRAL] OK, bear with me.
[CUSTOMER][NEUTRAL] Allow me just one moment.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] What is the effective date of the member?
[AGENT][NEUTRAL] OK, [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK, and how we can resubmit the claim?
[AGENT][NEUTRAL] OK, you can send the claim by fax or mail. The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] And the fax number is [PII].
[CUSTOMER][NEUTRAL] So, uh, you do not accept claim through EDI?
[AGENT][NEUTRAL] Um, this one is a secondary supplemental plan to the major medical, so we need the primary EOB attached to it.
[AGENT][NEUTRAL] And usually you cannot send it electronically if you attach a file to it, but I can give you a pay ID if you need it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, that's OK. I understood. Uh, what is the time you filing?
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] OK, what's your call reference?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you will.
[CUSTOMER][POSITIVE] All right thank you have a good one bye.
[AGENT][POSITIVE] No problem. Is there anything else I can help you with today?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] You're welcome thank you