AccountId: 011433970860
ContactId: bf19a937-e269-4ed9-8287-2edebb04358f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263859 ms
Total Talk Time (AGENT): 78979 ms
Total Talk Time (CUSTOMER): 140853 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/bf19a937-e269-4ed9-8287-2edebb04358f_20250509T16:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, I'm calling from a provider's office to get claim status.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, I'll need your name and a good callback number.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] That that is, let's see.
[CUSTOMER][NEUTRAL] 02061683
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] $3,355.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII]. um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, if I had to guess, um,
[CUSTOMER][NEUTRAL] Let me just make sure. I would probably say that it was submitted um electronically.
[AGENT][NEUTRAL] OK. Would you like to verify the payer ID?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I took, um, let me see, I saw a note in here with the payer ID. Let me see if I can, um.
[CUSTOMER][NEUTRAL] Let me see if I can find that. Bear with me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Let me see it.
[CUSTOMER][NEUTRAL] OK, let me see, I don't think I thought I saw something in here with the payer ID number, but I guess I, uh, my screen is stuck now. OK, here we go. OK.
[CUSTOMER][NEUTRAL] Um, no, I don't see, let's see.
[CUSTOMER][NEUTRAL] No, I don't see. I thought I saw a note in here that stated it had the payer ID number on it, but no, I don't.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, well, if you would like to resubmit the claim, um, our payer ID is.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is 608. Yes, ma'am. It's 60801 and claims can also be faxed in or mailed in if you need that information also.
[CUSTOMER][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK. um, what's the fax number?
[AGENT][NEUTRAL] Um, the fax number is [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me see, and let me just, OK, and what's the um the address is it [PII]?
[CUSTOMER][NEUTRAL] [PII]? OK, great, OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] OK, OK, did you give call reference numbers?
[AGENT][NEUTRAL] Um, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII] and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, let me, let me ask you this. So this claim, it was, well, it doesn't matter, it was submitted back in February and that's, and you all should have received it way before then, so we'll just go ahead and resubmit it.
[CUSTOMER][NEUTRAL] And what's your timely filing limit?
[AGENT][NEGATIVE] Um, there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK. Thank you, [PII], for calling APL. You have a great weekend and happy Mother's Day.
[CUSTOMER][NEUTRAL] You same to you. Bye-bye.
[AGENT][NEUTRAL] Mhm. Bye.