AccountId: 011433970860
ContactId: 9c7f71a8-b6a3-4bd5-9a57-762dfe642c56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212919 ms
Total Talk Time (AGENT): 78064 ms
Total Talk Time (CUSTOMER): 68513 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/9c7f71a8-b6a3-4bd5-9a57-762dfe642c56_20250317T16:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. This is uh [PII] calling from provider's office to check on a claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim status for you today. What is the patient's policy number?
[CUSTOMER][POSITIVE] Yeah, just a sec. I'm getting it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 564
[CUSTOMER][NEUTRAL] 90.
[AGENT][POSITIVE] All right, thank you for that. One moment.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Total charges $542 even.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Not showing any claims on file for [PII] for the patient.
[CUSTOMER][NEUTRAL] Uh, I said, it's uh [PII]. Are you sure? It's [PII], I mean.
[AGENT][NEUTRAL] [PII], yes, [PII], no claims on file.
[CUSTOMER][NEUTRAL] OK. Uh, can I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mailing address?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Uh, what is the timely filing limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, will you process as secondary?
[AGENT][NEUTRAL] Or the secondary, correct.
[CUSTOMER][MIXED] OK, only a secondary fine.
[CUSTOMER][NEUTRAL] Uh, I would like to know whether the patient is eligible on data service or not. Could you check and let me know?
[AGENT][NEUTRAL] Yes, patient is active. The effective date, it looks like is [PII] still active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you help me with call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. Thank you, sir. Thanks for your time.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.