AccountId: 011433970860
ContactId: bcb7c769-5d94-44cf-9ebf-da34ab74fab5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193820 ms
Total Talk Time (AGENT): 69937 ms
Total Talk Time (CUSTOMER): 62229 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/bcb7c769-5d94-44cf-9ebf-da34ab74fab5_20250115T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am [PII]. I want to know the status of the claim.
[AGENT][POSITIVE] Alright, I'm happy to check on a claim for you, [PII]. What is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02013249.
[AGENT][POSITIVE] Thank you and I have a good call back number please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And the build out?
[CUSTOMER][NEUTRAL] $7,774.12.
[AGENT][NEUTRAL] Thank you. One moment, please. Let me take a look.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] What are you saying?
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So we don't have any claims on file for [PII] for that billed amount.
[CUSTOMER][NEUTRAL] OK. So we can rebuild this claim.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is patient is active on this data service?
[AGENT][NEUTRAL] Uh yeah, one moment please.
[AGENT][NEUTRAL] The effective date is [PII]. The patient is still active.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] OK. [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. What is your call reference number?
[AGENT][NEUTRAL] Call reference my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK. And call reference number, what are you saying? 2 days?
[AGENT][NEUTRAL] Mhm yeah my name today's date.
[CUSTOMER][POSITIVE] All right, got it. So we will rebuild this claim. Thank you. Thank you for your help.
[AGENT][POSITIVE] You're welcome have a good day, [PII].
[CUSTOMER][NEUTRAL] OK. And may I have, I have one more question. What's the payer ID? Could you please provide me?
[AGENT][NEUTRAL] Absolutely. Payer ID is gonna be 60801.
[CUSTOMER][POSITIVE] 60801. OK, got it. Thank you. Thank you for your help.
[AGENT][POSITIVE] You're welcome. Bye bye.