AccountId: 011433970860
ContactId: 9a20e45c-5524-4d8f-8455-c82ccd764028
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288290 ms
Total Talk Time (AGENT): 109434 ms
Total Talk Time (CUSTOMER): 108162 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/9a20e45c-5524-4d8f-8455-c82ccd764028_20250429T18:38_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII]. I'm calling from the provider office, uh, looking for a claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And you're calling from which facility for meditation?
[CUSTOMER][NEUTRAL] Uh, for medical claims, yeah.
[AGENT][NEUTRAL] What is the name of the facility?
[CUSTOMER][NEUTRAL] It's Eurodos INC.
[AGENT][NEUTRAL] All right. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02270
[CUSTOMER][NEUTRAL] 639.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, by the way, uh, what, what's your name again?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII]'s [PII] [PII].
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] You're welcome. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, date of services for [PII] for the billing amount of $20.78.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let's see.
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see, let me make sure it's not on the policy.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] The claim is not on file, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, not on file.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, uh, is the member is active on the date of service?
[AGENT][NEUTRAL] And the policy effective date is [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] That give me at the moment, right?
[AGENT][POSITIVE] It's active at the moment, correct.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so that will be for today and uh what, what is the timely filing limit to submit a claim?
[AGENT][NEUTRAL] We don't have timely following moments to submit claims.
[CUSTOMER][NEUTRAL] OK, no timely filing. And in order to submit a claim, do you have a fax number or we just have to submit it with the payer ID.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you can send it by fax.
[CUSTOMER][NEUTRAL] Uh huh what's the fax number?
[AGENT][NEUTRAL] And this is, this is a secondary policy, OK? We're not the major medical, but the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, you say [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it and uh.
[CUSTOMER][NEUTRAL] Uh, but your ID will be?
[AGENT][NEUTRAL] OK. This one needs to be either fax or mail because it's a secondary policy and we need the primary EOB attached to it.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright then, uh, yeah, thank you so much and uh help me with a call reference number for today.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Oh well thank you so much. So enjoy the rest of the day and bye for now.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You as well thank you for calling ATL. Bye bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.