AccountId: 011433970860
ContactId: a80acf5a-c5c2-4290-ba29-beb8934a174d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 390720 ms
Total Talk Time (AGENT): 113597 ms
Total Talk Time (CUSTOMER): 103747 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/a80acf5a-c5c2-4290-ba29-beb8934a174d_20250423T20:25_UTC.wav
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[AGENT][POSITIVE] Thank you for calling thank you for calling ATL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling with [PII]. I'm following up on a claim status.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim status and um can I get your call back number ma'am just in case our call is disconnect.
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And policy number I have is X as in X-ray J as in Jack.
[CUSTOMER][NEUTRAL] G as in girl, H as in house.
[CUSTOMER][NEUTRAL] 268-22675
[AGENT][NEUTRAL] OK, um, that is not one of our policy numbers. Do you see another number?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Might start with a 01 or a 02.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Or it may say patient cert number or outpatient cert number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, so the certain number I have will be 125.
[CUSTOMER][NEUTRAL] 600.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] M as in Mary, L as [PII].
[AGENT][POSITIVE] Yes ma'am, that sounds like a good number. Let me look that up real quick.
[CUSTOMER][NEUTRAL] I don't know what I was thinking.
[AGENT][MIXED] It's OK, so many numbers it's easy to confuse.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, Ms. [PII], what is the date of service and the charge amount?
[CUSTOMER][NEUTRAL] And yes, state of service will be [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $10,995 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So there's a remaining balance here of $2,942.66.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold while I look this claim up for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Ms. [PII], so looking on data service of [PII] on that policy that you gave me that policy was lapsed, so let me give you the good policy number.
[CUSTOMER][NEUTRAL] Mm yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's 229-579-97.
[AGENT][NEUTRAL] And you'll have to resubmit under this policy number because this is the active policy because at the time I do not find the claim on file.
[CUSTOMER][NEUTRAL] OK, and it's 229-579-7.
[AGENT][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And the effective policy is [PII] and it's current and active.
[CUSTOMER][POSITIVE] OK, thank you. And um
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] The same, well, the address we have is [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes ma'am, and that will be all for me. Thank you. And uh may I have your name again?
[AGENT][NEUTRAL] Yes ma'am, my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you and can I have a reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you and you have a nice day.
[AGENT][POSITIVE] You're very welcome you have a good day too, and thanks for calling APL.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] Bye bye.