AccountId: 011433970860
ContactId: c1329f44-d55d-45b6-a101-54cddc028ab4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346880 ms
Total Talk Time (AGENT): 114991 ms
Total Talk Time (CUSTOMER): 167385 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/c1329f44-d55d-45b6-a101-54cddc028ab4_20250530T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] His
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from the provider office to check claim status and this call is being recorded for quality and training purpose. You, you said your name is [PII]. Can you spell that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, uh, [PII], and you said your name was [PII]?
[CUSTOMER][NEUTRAL] It's [PII] spelled out as [PII] and last name initial is [PII]. Can you help me with your last name [PII]?
[AGENT][NEUTRAL] Oh yeah, it's [PII].
[AGENT][POSITIVE] And uh [PII], can I get a good call back number from you? Of course. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][POSITIVE] OK, [PII], thank you for helping me.
[CUSTOMER][NEUTRAL] Yes, give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] So the callback number we have here, it is [PII].
[CUSTOMER][NEUTRAL] 986-564-1
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Got it, thank you, and then I can definitely check on that claim for you. Do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I have the policy number, so the policy number we have is 02464411.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So the member's name is [PII] [PII] then um last name is [PII], and then middle initial is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] So the date of service we have here, it is [PII] with the total bill amount of $343 even.
[AGENT][POSITIVE] OK, got it thank you one moment.
[AGENT][NEUTRAL] OK, uh, so we did receive this claim, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, give me a second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So, the claim is actually being denied.
[AGENT][NEUTRAL] Uh, we're just missing the primary EOB.
[CUSTOMER][NEUTRAL] For primary year.
[AGENT][POSITIVE] Yeah, as soon as y'all can send that to us we can continue uh getting that process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Primary you'll be.
[CUSTOMER][NEUTRAL] OK. So, can you help me with, uh, when did you receive this claim?
[AGENT][NEUTRAL] Sure, uh, we received this claim [PII].
[AGENT][NEUTRAL] And it was also processed on [PII].
[CUSTOMER][NEGATIVE] OK, and denied as primary of this.
[CUSTOMER][NEUTRAL] OK, primary, can you please help me with your fax number so we can share the primary?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Absolutely, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, your voice is breaking. I'm really sorry, your voice is breaking.
[AGENT][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] No, no, no, you're all right can you hear me OK now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 94
[CUSTOMER][NEUTRAL] 369.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 877-3654 then?
[AGENT][NEUTRAL] It's 3659423.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm repeating it again. 877365.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 49
[CUSTOMER][NEUTRAL] 423.
[AGENT][NEUTRAL] 9, it's 942 3.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] There's some mistake.
[CUSTOMER][NEUTRAL] Uh, because whenever you are speaking, your voice is breaking. I don't know why, so I'm, it's, can you start, can you start from, uh.
[AGENT][POSITIVE] Oh goodness, I'm sorry.
[AGENT][POSITIVE] Oh yeah I can start over. I can start over, yeah let me know when you're ready.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK. 877.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] So yeah, can you help me with the claim number?
[AGENT][NEUTRAL] Yes, that is 3592.
[AGENT][NEUTRAL] 504.
[CUSTOMER][NEUTRAL] OK, I'm repeating it again. 3592504, right?
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um, yes, that's all. OK, we will send you the primary UB we have. Don't worry.
[AGENT][NEUTRAL] OK, yeah, there's no timely filing limit. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh-huh, I think.
[CUSTOMER][POSITIVE] OK, no, thank you for helping me with this claim. That means a lot for me. Thank you. Have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] Of course, yeah, thanks for calling ATL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.