AccountId: 011433970860
ContactId: c53ca36b-d3ec-4b5e-ae61-1bceeee5b82d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345100 ms
Total Talk Time (AGENT): 89985 ms
Total Talk Time (CUSTOMER): 80112 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/c53ca36b-d3ec-4b5e-ae61-1bceeee5b82d_20250206T17:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office, checking on claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Zit check, date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's policy number?
[CUSTOMER][NEUTRAL] Mm it's 1475775 ML 8.
[AGENT][NEUTRAL] Thank you. And then I'll also need the data service.
[CUSTOMER][NEUTRAL] It's [PII]. total bill amount is $370 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] No, it's $60.
[AGENT][NEUTRAL] OK, and the name of the facility that you're calling for, sir?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Vital MD Group holding LLC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Yeah, sure, no problem.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service [PII], I do not find the claim on file.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the mailing address?
[AGENT][NEUTRAL] Yes, sir, it's [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] What's the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you didn't find any claim actually it was recently billed on [PII].
[AGENT][NEUTRAL] No, I do not find a claim on file.
[CUSTOMER][NEUTRAL] OK, how many times, uh, it does it take to build the claim?
[AGENT][NEUTRAL] Once we receive it, it takes 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, so you didn't received only, right?
[AGENT][NEGATIVE] No, I have not received it.
[CUSTOMER][NEUTRAL] OK. Uh, and, uh, it's not possible that it will take 7 to 10 days to receive the claim?
[AGENT][NEUTRAL] Once we receive it, it takes 7 to 10 days to process.
[CUSTOMER][POSITIVE] OK, thank you so much. And can you please provide me the call reference and spell your name for me?
[AGENT][NEUTRAL] Yes, it's [PII] and you can use my name and today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And ma'am, actually we have built a paper claim. So is there any chance that
[CUSTOMER][NEUTRAL] You can find it.
[AGENT][NEUTRAL] No, I did not find the claim.
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] for your kind information and have a great day bye for now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You too, [PII]. Thank you for calling APL. You have a good day also. bye bye.
[CUSTOMER][NEUTRAL] Bye.