AccountId: 011433970860
ContactId: 96163e0c-344f-4b82-8c40-e17e3f7c2a55
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236429 ms
Total Talk Time (AGENT): 102811 ms
Total Talk Time (CUSTOMER): 104411 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/96163e0c-344f-4b82-8c40-e17e3f7c2a55_20250530T19:00_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]. This is [PII] calling from the provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, and I could check a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. It would be [PII].
[CUSTOMER][NEUTRAL] Uh, just a moment. [PII], you do you need the weddings?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number would be 02595302 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] No problem. Take your time. Sure. It would be [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service would be [PII].
[CUSTOMER][NEUTRAL] And the bill amount would be $1,073 1073.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so I, we have not received any claims for that date of service for this member [PII].
[CUSTOMER][NEUTRAL] OK. You don't see, you didn't see any claim, right?
[AGENT][NEUTRAL] Correct, um, I have a mailing address, fax number, and a pair ID I can give you.
[CUSTOMER][NEUTRAL] What is
[CUSTOMER][NEUTRAL] Uh, sure, you can provide me the mailing address and the fax number and the pay ID.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, OK, so the mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, could you please repeat that?
[AGENT][NEUTRAL] Oh sure, yes, it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK. And the payer ID?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][POSITIVE] Thank you so much. The fax number?
[AGENT][NEUTRAL] Mhm fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. Uh, may I know the timely filing limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much. And could you please help me with the uh member's policy effective termination dates?
[AGENT][NEUTRAL] Yes, so the effective date was [PII], and it is currently active.
[CUSTOMER][POSITIVE] OK, thank you so much. So we need to send the claim with the primary.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. Thank you so much. Could you please help me with the uh call reference number? I'm done with this claim.
[AGENT][NEUTRAL] Sure, uh reference number would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh, no, I'm done with this claim. Thank you so much, [PII], for assisting me. Have a great day and happy weekend.
[AGENT][POSITIVE] Of course. Thanks for calling APL. You too. Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.