AccountId: 011433970860
ContactId: b18b81e8-31f4-472d-b78f-0a3ac1819415
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584659 ms
Total Talk Time (AGENT): 210765 ms
Total Talk Time (CUSTOMER): 255350 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b18b81e8-31f4-472d-b78f-0a3ac1819415_20250617T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Atria Healthcare on a recorded line. Can you please help me with the claim status information?
[AGENT][NEUTRAL] I sure can, but I am so sorry I did not catch your name.
[CUSTOMER][NEUTRAL] My name is [PII]. Shall I spell for you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII]. It should be my last name is going to be [PII].
[AGENT][POSITIVE] Alright, thank you for all that in.
[AGENT][NEUTRAL] Information [PII], and go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] Sure. The policy number is going to be 02100295 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Alrighty, thank you for that information. Now while I'm pulling this up, go ahead and give me a good return telephone card number, please.
[CUSTOMER][NEUTRAL] Sure. The callback number is going to be [PII] and it's a direct line.
[AGENT][NEUTRAL] Alrighty, [PII], thank you for that. Now, your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] Sure. First name is [PII]. Last name is [PII], and the date of birth is going to be [PII].
[AGENT][POSITIVE] Alrighty, thank you for that.
[AGENT][NEUTRAL] Yeah, looks like [PII] is the insured on this medical supplemental plan. Now you did say you want to check the status of a claim. Is that correct?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] The date of service on the claim is going to be [PII] with the billed amount on the claim, $874.72.
[AGENT][NEUTRAL] Alrighty, give me just a moment and let me pull that up. Let's see what I have. That date of service you did say was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, well I don't see anything processed yet, so let me go and see if it's here in line for processing so.
[AGENT][NEUTRAL] Oh, hold on just a moment for me. Let me do some research, OK?
[CUSTOMER][POSITIVE] OK, thank you. Take your time.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No, ma'am, I do not see anything here as of today. So, let me find out what address did you send that claim to?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK, one moment. I'll let you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Thank you so much for waiting online and the ECS payer ID and the address for this is going to be. I don't have the ECS payer ID but the address is [PII] and the ZIP code is going to be [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. That, we changed addresses about 3 years ago, so we will not get it if you send it to that address. So let me give you our current.
[AGENT][NEUTRAL] Um, address.
[CUSTOMER][NEUTRAL] OK. Can you please help me out?
[AGENT][NEUTRAL] Yes, ma'am. That address is [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Ma
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Our zip is [PII].
[CUSTOMER][NEUTRAL] OK. Uh, the address is going to be [PII], [PII]. And the ZIP code is [PII].
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. Can you please check for the next date of service for the same person?
[AGENT][NEUTRAL] Yes, me.
[AGENT][NEUTRAL] Yes, ma'am. What's your next date of service?
[CUSTOMER][NEUTRAL] [PII] with the billed amount on the claim, $874.72.
[AGENT][NEUTRAL] And that was [PII]. Let's see. No, ma'am, we do not.
[AGENT][NEUTRAL] I have that claim made there.
[CUSTOMER][NEUTRAL] OK. Can, uh can we share your primary UB along with the
[CUSTOMER][NEUTRAL] Claim form uh through fax.
[AGENT][NEUTRAL] Uh, no, ma'am. I had to be sent to that address.
[AGENT][NEUTRAL] Mail to that address and we will need that original claim along with that primary EOB [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much. Uh, can you please check for the next date of service?
[AGENT][NEUTRAL] Yes, ma'am. What is it?
[CUSTOMER][NEUTRAL] [PII] with the billed amount on the claim, $874.72.
[AGENT][NEUTRAL] 834. No, ma'am. We do not have that claim either at all.
[CUSTOMER][NEUTRAL] OK. Uh, can you check for the month of February, uh, with the billed amount of [PII] with the billed amount of $367.80.
[AGENT][NEUTRAL] No, ma'am. [PII], we don't have that bill either.
[CUSTOMER][NEUTRAL] OK. Can you please check for the month of January?
[AGENT][NEUTRAL] Sure, go ahead with that date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] with the billed amount on the claim, $874.72.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] No, ma'am. We do not have that one either.
[CUSTOMER][NEUTRAL] OK. Can you check for the month of February, sorry, December?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ah, the [PII] OK, one moment, I'll let you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], with the bill amount on the claim, it's going to be $874.72.
[AGENT][NEUTRAL] No, ma'am, do not have that claim either.
[CUSTOMER][NEUTRAL] OK. For the month of [PII], with the billed amount of
[CUSTOMER][NEUTRAL] $1,382 with 10 cents.
[CUSTOMER][NEUTRAL] But I
[AGENT][NEUTRAL] No, ma'am. I do not have that one either.
[CUSTOMER][NEUTRAL] Uh, the same date of service with different varied amount is $874.72. Do you have a claim on file for this?
[AGENT][NEUTRAL] No, ma'am. Do not have that bill either.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Thank you, thank you so much. Can we resubmit the claim to the above ECS payer ID which you stated? Can you please help me with the ECS payer ID?
[AGENT][NEUTRAL] Yes, our
[AGENT][NEUTRAL] Yes, our payer ID number is 60801, and you can submit those electronically as well, [PII].
[CUSTOMER][POSITIVE] OK, thank you, thank you so much. Can you please help me with the call reference number for our call?
[AGENT][NEUTRAL] Well, is that all that I can help you with on [PII]?
[CUSTOMER][NEUTRAL] No, thank you. Can you please help me with the call reference number?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] We don't give call reference numbers, but you can use my name in today's date, and my name is [PII] and that is spelled [PII] [PII] [PII] yes.
[CUSTOMER][NEUTRAL] I do
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much and have a good day. Bye.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[AGENT][POSITIVE] You as well, and thanks for calling IPU. Bye bye.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Uh