AccountId: 011433970860
ContactId: 9a16227c-da9c-437f-ab13-444eef3325da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219979 ms
Total Talk Time (AGENT): 50910 ms
Total Talk Time (CUSTOMER): 80996 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9a16227c-da9c-437f-ab13-444eef3325da_20250623T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from provider's office to check on the claim status.
[AGENT][POSITIVE] All right. I'm happy to
[CUSTOMER][NEUTRAL] And I'm sorry, I didn't get your name.
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Got it
[AGENT][POSITIVE] Happy to check on the claim, yeah, you're welcome. What's the policy number, please?
[CUSTOMER][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] 02473171. M as in Mike, L as in Lima, B as in, sorry, it is 8.
[AGENT][NEUTRAL] Thank you. And for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII]. Extension is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'm not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] So, the claim was submitted to [PII]. Is that the correct address?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Could you please help me with the member's effective date and term rate for the policy?
[AGENT][NEUTRAL] Effective date on the policy is [PII]. Patient is still active.
[CUSTOMER][NEUTRAL] So timely filing for the submit a claim?
[AGENT][NEGATIVE] There's no timely filing.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And for the last
[CUSTOMER][NEUTRAL] OK, do you have the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] And for the last, the call reference number, [PII].
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] Got it, sir. Thank you. So, sir, I've got the status for the claim. Thank you for helping me out and have a great day. Bye for now. Take care and be safe. Thank you once again.
[AGENT][NEUTRAL] You as well. Bye bye.