AccountId: 011433970860
ContactId: b6b432c3-d3cc-4bbd-a202-18679911a945
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 417670 ms
Total Talk Time (AGENT): 126865 ms
Total Talk Time (CUSTOMER): 165841 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/b6b432c3-d3cc-4bbd-a202-18679911a945_20250505T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Can I get your first name again, please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] OK, you said [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so it's [PII] and your last initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, OK. Hi. Hi, [PII]. My name is [PII]. First name is [PII].
[CUSTOMER][NEUTRAL] [PII] Last name initial is [PII]
[CUSTOMER][NEUTRAL] And I'm calling from AdventHealth, and I'm calling um to do a status check up on a claim.
[AGENT][NEUTRAL] I'm sure [PII] can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. There's no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, that's the subscriber ID, correct? That will be 771.
[CUSTOMER][NEUTRAL] 473.
[CUSTOMER][NEUTRAL] 414.
[CUSTOMER][NEUTRAL] 246.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you have the member's social?
[CUSTOMER][POSITIVE] Yes, I can, I can provide that social for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Her name is [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK. And I have a policy number here if you need that.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Her policy number is
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK. It is 02.
[AGENT][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 53.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 68.
[CUSTOMER][POSITIVE] All righty.
[AGENT][NEUTRAL] OK, and the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] The date of service will be [PII].
[AGENT][NEUTRAL] OK, I'm not showing that claim on file.
[CUSTOMER][NEUTRAL] For [PII]. You don't see anything for [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] The bill amount is for $295.
[AGENT][NEUTRAL] No, ma'am. I'm not showing it, but when the claim is resubmitted, just make sure that um it's submitted under the policy number that I gave you. And I can also verify how it was submitted before to make sure that it was submitted correctly.
[CUSTOMER][NEUTRAL] OK. 1 2nd. I can let you know how it was submitted. Just 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so it was submitted electronically.
[AGENT][NEUTRAL] And what payer ID was used?
[CUSTOMER][NEUTRAL] 225463.
[AGENT][NEUTRAL] OK. No, ma'am. That's not our pair ID.
[CUSTOMER][NEUTRAL] So 25463 is not your payer ID. All righty. So that's, OK, that's where the problem is.
[AGENT][NEUTRAL] No, ma'am, it is.
[CUSTOMER][NEUTRAL] OK, so basically no claim found on file.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEGATIVE] Incorrect payer's ID.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And here's the correct payer ID and claims can also be faxed in or mailed in if you would like um that information as well.
[CUSTOMER][NEUTRAL] OK. Um, can you give me your, um,
[CUSTOMER][NEUTRAL] The payer ID, I mean the, the, um.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so give me the correct payer ID that we, we'll start with that one.
[AGENT][NEUTRAL] OK. The correct pair ID is 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then your mailing address. Let me just make sure I have that correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will that be your [PII]?
[AGENT][NEGATIVE] No, ma'am. That's incorrect.
[CUSTOMER][NEUTRAL] OK, one second. You can go ahead and give it to me.
[AGENT][NEUTRAL] OK, it's American Pub. Oh, let me know when you're ready.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK. It's American Public Life.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that goes to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 50. All righty.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And can you give me a reference number for this call, please?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That will be it. I thank you so, so much. You really did a great job in helping me today and I thank you for that.
[AGENT][POSITIVE] Oh, no problem, [PII]. Thank you for calling ATL and you have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] OK, and you too. Mhm. Bye-bye.
[AGENT][POSITIVE] Mm, thank you.