AccountId: 011433970860
ContactId: b2da94e9-7f79-47a2-85bd-b22e9e9918a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356829 ms
Total Talk Time (AGENT): 125755 ms
Total Talk Time (CUSTOMER): 117210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b2da94e9-7f79-47a2-85bd-b22e9e9918a4_20250602T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, ma'am. My name is [PII] and my last name initial is [PII]. I'm calling from doctor's office.
[AGENT][NEUTRAL] OK, what can we help you with today [PII]?
[CUSTOMER][NEUTRAL] I want to get the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, 01653552.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is.
[CUSTOMER][NEUTRAL] $495.
[AGENT][NEUTRAL] OK, that date of service was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK all right thank you one moment please.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, so I am not showing that we've received any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No claim on fries.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And we have submitted this claim on [PII].
[AGENT][NEUTRAL] No, I'm not showing we have, we don't have any claims on file for that date of service for this member.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can give you um we've got a mailing address, fax number and a payer ID.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and what is the intention to submit the claims?
[AGENT][NEUTRAL] Uh, APL claims department.
[AGENT][NEUTRAL] Did you want that fax number as well?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is the 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 23, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pay attention.
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] And what is the timely filing to submit the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] We can submit the claim any time.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what is the payer ID?
[AGENT][NEUTRAL] That is 60801.
[CUSTOMER][NEUTRAL] And what is the plan name?
[AGENT][NEUTRAL] It's a secondary medical plan name is Medlink.
[CUSTOMER][NEUTRAL] Met the link.
[AGENT][NEUTRAL] ME
[AGENT][NEUTRAL] D L I N K.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. And uh could you please provide the eligibility information of this member?
[AGENT][NEUTRAL] Of course, this policy's effective date was [PII].
[AGENT][NEUTRAL] And that termination date was [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] OK, is it is the only coverage the member have for this plan.
[AGENT][NEUTRAL] What was that? I'm sorry.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] This coverage is the only for this month, right?
[AGENT][NEUTRAL] Uh, for us, yes, this is the only policy that they had with us.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] We need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much and may I have your name please?
[AGENT][NEUTRAL] Sure, it's uh [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, ma'am, thank you so much and may I have the last name initial of him?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Last initial is [PII]
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.