AccountId: 011433970860
ContactId: a034fc72-6c96-403b-9d3f-ab614295d133
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350290 ms
Total Talk Time (AGENT): 78883 ms
Total Talk Time (CUSTOMER): 89820 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/a034fc72-6c96-403b-9d3f-ab614295d133_20250421T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Fed office to check on a claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02317301, M as in Mike, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. And patient name and date of birth?
[CUSTOMER][NEUTRAL] That is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you so much. One moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And then what's the data service?
[CUSTOMER][NEUTRAL] It is [PII] and the bill amount $1,339.20.
[AGENT][NEUTRAL] Alright, one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Do you have a different billed amount after the primary paid?
[CUSTOMER][NEUTRAL] So the primary paid amount is $277.60.
[AGENT][NEUTRAL] OK, I'm not showing a claim on file for that build amount.
[CUSTOMER][NEUTRAL] 1339.20.
[AGENT][NEUTRAL] Correct, yeah, I don't see any claims on file for that amount.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, they are the current pay ID.
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] Yes, all the same period only submitted.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] I'm not showing anything on on file, [PII]. Did you need me to check anything else?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK. So, could you please check with the, for the date of service, [PII] for the same bill amount.
[CUSTOMER][NEUTRAL] For the same reason.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Did you need me to check anything else for you, [PII]? There were no claims on file for that date of service either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the mailing address to submit the claims.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII] code [PII].
[CUSTOMER][NEUTRAL] OK, and the timely to submit the claim.
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] OK, and may I know the number of policy up to date?
[AGENT][NEUTRAL] Uh, policy effective date is showing [PII].
[AGENT][NEUTRAL] Patient is still active.
[CUSTOMER][NEUTRAL] OK, and could you please help me with the call reference number?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial, then today's date. My name is [PII], that's [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK, so your name and today's date, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much for assistance. Have a nice day.
[AGENT][NEUTRAL] You too. Bye bye.