AccountId: 011433970860
ContactId: baa81251-3c7f-4cca-911e-2e0ff9cad136
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286390 ms
Total Talk Time (AGENT): 121625 ms
Total Talk Time (CUSTOMER): 89128 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/baa81251-3c7f-4cca-911e-2e0ff9cad136_20250418T19:10_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is So. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Jackson Memorial Hospital, checking on a claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status. And you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Of course, the member ID here is going to be 246-0307.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Um, the member name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] D of service is on [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is?
[CUSTOMER][NEUTRAL] $9,724.85.
[AGENT][NEUTRAL] OK, so that's [PII], correct?
[CUSTOMER][POSITIVE] Yeah, you're right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], for future, you can check claim status online through our website at [PII], and that's just optional.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK. Thank you for the information.
[AGENT][NEUTRAL] You're welcome. I don't have a claim for [PII] for this number.
[CUSTOMER][NEUTRAL] OK. Can we resubmit that claim again?
[AGENT][NEUTRAL] Yes, do you need the address?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, you can send it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and the payer ID?
[AGENT][NEUTRAL] Um, the payer ID is 60801. Now, we need this one to be sent by fax or mail because we need the primary EOB attached to it, OK?
[CUSTOMER][NEUTRAL] OK, and the fax number will be?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the timely filing limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] OK, thank you. And um the attention will be?
[AGENT][NEUTRAL] Um, claims department.
[CUSTOMER][NEUTRAL] OK. Thank you. And um can I know the member's effective date of the term date?
[AGENT][POSITIVE] Oh sure, yes, let me get that for you.
[AGENT][NEUTRAL] We have an effective date of [PII] and it is active at the moment.
[CUSTOMER][NEUTRAL] OK, and a second date, right?
[AGENT][NEUTRAL] Correct, this is a secondary policy.
[CUSTOMER][POSITIVE] OK, gotcha. Thank you so much for your kind assistance. Have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the reference number will be?
[AGENT][NEUTRAL] We don't have reference number so you can use my name in today's name.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you spell your name if you don't mind?
[AGENT][NEUTRAL] Sure. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss [PII].
[CUSTOMER][POSITIVE] Have a great day too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] No