AccountId: 011433970860
ContactId: 97c91c97-9e0c-4951-b081-17edf799065f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283579 ms
Total Talk Time (AGENT): 93160 ms
Total Talk Time (CUSTOMER): 117242 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/97c91c97-9e0c-4951-b081-17edf799065f_20250611T17:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi there. My name is [PII]. Last name's initial is [PII]. I'm calling on behalf of Westbrooka Medical Center and I'm just um.
[CUSTOMER][NEUTRAL] Inquiring regarding um claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, that would be [PII], direct line.
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number here, one moment, let me just double check.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yup. That will be 022 03915.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member's full name here is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth of the member is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service, that will be from [PII] [PII].
[CUSTOMER][NEUTRAL] And then total bill amount for this member's claim, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yup, total bill amount here is $122,810. 70 cents.
[AGENT][NEUTRAL] OK, and you just said that beginning date that was [PII] or excuse me, [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so I will say [PII] that we have not received any claims for that date of service so it looks like that would have to be resubmitted to us. uh I do have a mailing address, fax number and a payer ID I can give you.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. Yeah, um, by the way, before that, um, I'm sorry, can I, um, confirm your first name, please? Can you spell that for me? Didn't quite catch it earlier.
[AGENT][NEUTRAL] Sure, it's
[AGENT][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] And your last name's initial please?
[AGENT][NEUTRAL] A
[CUSTOMER][NEUTRAL] OK, got it here.
[CUSTOMER][NEUTRAL] And also, um,
[CUSTOMER][NEUTRAL] Can you verify as well if the patient is active during data service?
[AGENT][NEUTRAL] Yeah, this policy the effective date was [PII] and it is currently active.
[CUSTOMER][NEUTRAL] OK. And yeah, um, can I have the um claims mailing address? I mean, your claim's mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it here and uh what is your uh fax number as well?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you very much. And what is your um family filing as well?
[AGENT][NEGATIVE] Uh, there is no timely filing limit.
[CUSTOMER][NEUTRAL] On a weekly.
[CUSTOMER][POSITIVE] OK, got it here. Yeah, thank you very much, um, [PII]. I appreciate you and I think that's all I need in regards to this member's claim, so I guess I just need call reference number.
[AGENT][NEUTRAL] Sure, uh reference number would just be my first name, last initial, and today's date, and there wasn't anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] No, be all day, um, [PII], thank you very much once again have a great one, OK, bye for now.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. You too. Bye bye.