AccountId: 011433970860
ContactId: b207ff09-334a-4e10-a677-61998de64438
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 478329 ms
Total Talk Time (AGENT): 107117 ms
Total Talk Time (CUSTOMER): 199916 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/b207ff09-334a-4e10-a677-61998de64438_20250402T21:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Aon Healthcare on a recorded line.
[CUSTOMER][NEUTRAL] Can you please help me with the claim status information?
[AGENT][POSITIVE] I'm happy to check on a claim for you today. What's the patient policy number?
[CUSTOMER][NEUTRAL] It is 02.
[CUSTOMER][NEUTRAL] 40459.
[AGENT][NEUTRAL] And just to reconfirm, it was 00240459?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think it's missing a number. You don't see any other numbers?
[CUSTOMER][NEUTRAL] OK, let me check.
[CUSTOMER][NEUTRAL] 02404598
[AGENT][NEUTRAL] There's an 8 at the end, OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. And the last name will be [PII]. Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and data service?
[CUSTOMER][NEUTRAL] The date of service for the claim is [PII]. But the bill amount on the claim is $367 with 80 cents.
[AGENT][NEUTRAL] No claims on file for [PII].
[CUSTOMER][NEUTRAL] Can we resubmit the claim to you?
[AGENT][NEUTRAL] You can resubmit the claim, yes.
[AGENT][NEUTRAL] There's no claim on
[CUSTOMER][NEUTRAL] Could you please let me know the is it?
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. Can you please help me out with the ECS payer ID and address?
[AGENT][NEUTRAL] Payer ID is 60801.
[AGENT][NEUTRAL] And the claim's mailing address?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Could you please let me know the ECS payer ID once again?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] 0801.
[AGENT][NEUTRAL] Yes, 60801.
[CUSTOMER][NEUTRAL] Thank you. Uh, for the confirmation. The address would be [PII] State, and the ZIP code is [PII].
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] Thank you. Uh could you please help me out with the next date of service for the same number?
[AGENT][NEUTRAL] Yeah, one moment please.
[AGENT][NEUTRAL] D of service.
[CUSTOMER][NEUTRAL] [PII]. The bill amount for the claim is $687.60.
[AGENT][NEUTRAL] We don't have any claim on file for [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the confirmation. So the same ECS payer ID can, can we resubmit the claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much for the confirmation. Shall I proceed with the next number I have?
[AGENT][NEUTRAL] Uh, let me finish notating this one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the next member ID?
[CUSTOMER][NEUTRAL] Sure. The next member ID would be 02422301.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. It's [PII]. And the last name will be [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Date of service for the claim would be.
[CUSTOMER][NEUTRAL] [PII] or with the bill amount for the claim $512 with 20 cents.
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] OK. Just a moment.
[CUSTOMER][NEUTRAL] No claim is on file for the date of [PII], right? Can we resubmit the claim?
[AGENT][NEUTRAL] Yes, you can still submit the claim.
[CUSTOMER][NEUTRAL] OK. Could you please let me know if, can we submit the claim for the same ECS payer ID and address?
[AGENT][NEUTRAL] Yes, the payer ID is the same, 60801 and the claims mailing address is the same.
[CUSTOMER][NEUTRAL] Thank you. Could you please help me out with the next speed of service for the same number?
[AGENT][NEUTRAL] What's the date?
[CUSTOMER][NEUTRAL] Next state of service would be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With the bill amount for the claim would be $941.20.
[AGENT][NEUTRAL] No claim on file for [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for the confirmation. Could you please help me out with the call reference number for our calls?
[AGENT][NEUTRAL] Call references my name with my last initials and today's date. My name again is [PII], which is [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Thank you. Thank you so much and have a good day. Bye for now.
[AGENT][NEUTRAL] You too. Bye-bye.