AccountId: 011433970860
ContactId: a1a988df-ac8d-4e87-8eaa-ee100d314c13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 440750 ms
Total Talk Time (AGENT): 168424 ms
Total Talk Time (CUSTOMER): 150422 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a1a988df-ac8d-4e87-8eaa-ee100d314c13_20250106T20:55_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] Hello, this is [PII] calling from the provider office.
[CUSTOMER][NEUTRAL] How are you doing?
[AGENT][POSITIVE] Yes. I'm good, Mr. [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I just need some information about your insurance for submitting claims. Can you help me with that?
[AGENT][NEUTRAL] Do you have a policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Policy number of the patient?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, I have.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] It's 01672566 ML 8.
[AGENT][NEUTRAL] I'm sorry, can you repeat that one more time?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 01672566 ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and so you need uh general instructions on how to submit a claim for this type of product.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Mhm. You need a general information on how to submit a claim?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] OK. All right, so this partic
[CUSTOMER][NEUTRAL] Uh, like, uh, uh, excuse me, like I just need information like electronic pay ID claim mailing address, TFL.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] There is no timely filing limits.
[AGENT][NEUTRAL] This is a secondary supplemental plan.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] To the major medical.
[CUSTOMER][NEUTRAL] Uh, so no limit for, no, just a second, just give me a second.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, just one second. No limit for TFL new claims or corrected claims or period or documentation.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] In, in network and our network for both of them, right?
[AGENT][NEUTRAL] There's no network. This is not a primary.
[CUSTOMER][NEUTRAL] OK. And what's the electronic payer ID?
[AGENT][NEUTRAL] The payer ID is 60801. Again, that's 60801. Now this is one of our secondary supplemental plans, so the claim needs to be either fax or mail because we need an attachment. We need the primary EOB attached.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, just a second. Just give me a second, please.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Hello, are you there?
[AGENT][NEUTRAL] Yes, I'm here.
[CUSTOMER][NEUTRAL] Uh, can you please tell me about your claiming mailing address?
[AGENT][NEUTRAL] Sure. The mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] Can you spell that for me, please?
[AGENT][NEUTRAL] Um, sure.
[AGENT][NEUTRAL] [PII] is.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII],
[AGENT][NEUTRAL] Let me start again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. [PII] is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]. OK. And the next part?
[AGENT][NEUTRAL] City, [PII].
[CUSTOMER][NEUTRAL] City, yes.
[AGENT][NEUTRAL] Mhm. The state is [PII], which is OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the ZIP code?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, I am reading that [PII], [PII], [PII] State, [PII]. Is that correct?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK. Can you tell me that uh uh
[CUSTOMER][NEUTRAL] Is our facility in network or or network for your firm?
[AGENT][NEUTRAL] There's no network. This is a secondary policy. Follow primary.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK, can you spell your name for me?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Uh [PII], right?
[AGENT][NEUTRAL] [PII] last [PII] [PII].
[CUSTOMER][NEUTRAL] [PII] last initial [PII] OK. Please give me the call reference number.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much. Have a great day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You as well. Is there anything else I'm gonna help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] You're welcome. Thank you for calling ATM. You as well, Mr. [PII]. You're welcome. Bye-bye.
[CUSTOMER][POSITIVE] You have a great.
[CUSTOMER][POSITIVE] OK, thank
[CUSTOMER][POSITIVE] You're welcome. Bye-bye.