AccountId: 011433970860
ContactId: be516e32-5fb8-4910-973b-6619cd5bea1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251960 ms
Total Talk Time (AGENT): 71220 ms
Total Talk Time (CUSTOMER): 78577 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/be516e32-5fb8-4910-973b-6619cd5bea1f_20250626T12:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] here. I'm calling from Advent Health, and I would like to check on a claim status for one of our members. Can you please help me out with that.
[AGENT][POSITIVE] Happy to help today. I'm sorry, did you say you need to check eligibility or claim?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A claim, OK. What is the policy number?
[CUSTOMER][NEUTRAL] 01896422.
[AGENT][NEUTRAL] And for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII]. It's a direct number.
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah your service was on [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] So the amount is $567.84.
[AGENT][NEUTRAL] Not showing any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Could you please check if the number was active on the date of service?
[AGENT][NEUTRAL] They are. The effective date is [PII]. They're still active.
[CUSTOMER][NEUTRAL] Active as the.
[AGENT][NEUTRAL] Effective [PII].
[CUSTOMER][NEUTRAL] No, I'm asking that if it is active as a secondary insurance to Blue Cross, Texas or not.
[AGENT][NEUTRAL] Uh, we are secondary, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um, I just wanted to double check with the claim mailing address I have on file. It's [PII].
[CUSTOMER][NEUTRAL] [PII]. Is this the correct mailing address?
[AGENT][NEGATIVE] That is actually not correct. Let me give you the correct mailing address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is the zip code.
[CUSTOMER][NEUTRAL] And electronic pay ID?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] All right. And finally filing in.
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] All right. I do not have any more questions. Can I have a reference number, please?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII], initials my last name, [PII], then today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][POSITIVE] OK. Thank you so much for helping me out and you have a wonderful day. I I don't have any more questions. Thanks for
[AGENT][NEUTRAL] You too. Bye-bye.