AccountId: 011433970860
ContactId: 98234434-c2ea-446c-9ea1-2ec94fd404a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293540 ms
Total Talk Time (AGENT): 90413 ms
Total Talk Time (CUSTOMER): 108319 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/98234434-c2ea-446c-9ea1-2ec94fd404a5_20250129T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, ma'am. My name is [PII]. I'm calling from Proto offices. I would like to check claim general status.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you. Uh, so, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, the call. So, the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I have, and the policy number is 246599-999.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh yes, the date of service is [PII], hold on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Dating range, uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] Yes, and the discharge date is [PII].
[AGENT][NEUTRAL] OK, so the [PII], correct?
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] OK, and then, uh, what was the bill amount?
[CUSTOMER][NEUTRAL] $210,870.98.
[AGENT][NEUTRAL] OK, that was $210,870.98.
[CUSTOMER][NEUTRAL] 8770.98 yes.
[AGENT][NEUTRAL] 70, yes.
[AGENT][POSITIVE] Got it OK thank you one moment please.
[CUSTOMER][NEUTRAL] OK. What's your name, ma'am?
[AGENT][NEUTRAL] Um, I'm sorry?
[CUSTOMER][NEUTRAL] What's your name?
[AGENT][NEUTRAL] Oh, my name is uh [PII]
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm sorry, [PII], what was the name of the uh provider's office?
[CUSTOMER][NEUTRAL] Photo of his name is Medical City [PII].
[AGENT][NEUTRAL] Um, do you happen to have the tax ID?
[CUSTOMER][NEUTRAL] Yes, the tax ID number is [PII].
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, [PII], it does not look like we have received this claim.
[CUSTOMER][NEUTRAL] OK. Could you please verify the payer ID 398182. Is that correct?
[AGENT][NEUTRAL] No, um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK. Can you give me the date and time date for this policy?
[AGENT][NEUTRAL] Yes, this policies effectively, give me just a moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] Term date was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. And can you repeat one more time the effective date, sorry?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What is the effective date?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] OK. mm.
[CUSTOMER][NEUTRAL] OK, thanks. And uh may I know the time limit?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK. Could you please verify the mailing address [PII]. Is that correct?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. So can you give me the contact number for this call?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII], and was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no thanks, ma'am. Thanks for assisting me. Have a wonderful day. Bye.
[AGENT][NEUTRAL] Of course