AccountId: 011433970860
ContactId: b092ce67-b91e-4754-a2b0-4a7e157fc1f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285619 ms
Total Talk Time (AGENT): 110588 ms
Total Talk Time (CUSTOMER): 94568 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/b092ce67-b91e-4754-a2b0-4a7e157fc1f6_20250311T14:23_UTC.wav
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[AGENT][NEUTRAL] For contacting ATL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is also [PII]. I'm calling from the provider's office, checking on a claim, only one claim.
[AGENT][NEUTRAL] OK, yes, so I can certainly help with the claim. What is that policy number, please?
[CUSTOMER][NEUTRAL] Um, policy number, it is, give me a moment.
[CUSTOMER][NEUTRAL] I'm sorry for the delay.
[CUSTOMER][NEUTRAL] Yeah, loaded.
[CUSTOMER][NEUTRAL] OK, um, policy number I have is 02274332.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Extension is [PII].
[AGENT][POSITIVE] OK, thank you very much.
[AGENT][NEUTRAL] And what, uh, let's see. So I'm just waiting for my computer to.
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[CUSTOMER][POSITIVE] Um, no problem. Please take your time. It's OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Excuse me just one moment, please. I'll be right back. Excuse me just one moment.
[CUSTOMER][POSITIVE] Yeah, sure. No worries at all, please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you and what date of service are we looking for for Pama?
[CUSTOMER][NEUTRAL] Um, [PII] [PII], uh sorry, I'm sorry, [PII] with the total charge of $189.03.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And this is for her medical or for her dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] For her medical. OK. So I've got uh [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let's see, because I'm not seeing a claim for that data service, so just let me check here again and see what we've got uh.
[AGENT][NEUTRAL] Just gonna check one more time.
[AGENT][NEUTRAL] OK, I don't have anything for the data service [PII]. Now, what we have here uh on her policy, it looks like her policy was, um, it's it's still active. It went into effect on [PII]. It's still active, so she would have been active on [PII], but I don't seem to have your claim. So, um,
[AGENT][NEUTRAL] Let me give you our our address to send that to, uh, because I'm just not seeing it on here at all, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so the address that this would go to, uh, this is a hospital indemnity policy, so it's [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And that is a zip code of um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Uh, there is no claim on file for the date of service, uh, [PII]. So I will rebuild the claim, uh, to the address that you just, uh, mentioned.
[CUSTOMER][NEUTRAL] Um, one more thing, I, I just want to document it. Uh, what is the time limit?
[AGENT][POSITIVE] OK, yes, thank you.
[AGENT][NEUTRAL] There is no timely filing. You can file that at any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, sure. So thank you very much for the information. Uh, I will repeat the claim once again. Thank you. Have a great day. And may I have your call reference number? Yeah.
[AGENT][POSITIVE] OK. Well, thank you for.
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that today's date as a reference.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, thank you very much [PII] for providing all this valuable information. I will read the this claim.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thanks for contacting ATL.
[AGENT][POSITIVE] OK, you have a very good day
[CUSTOMER][NEUTRAL] Yeah