AccountId: 011433970860
ContactId: cb6107c6-e050-4a78-b49a-ce4a7108d7b6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215509 ms
Total Talk Time (AGENT): 77833 ms
Total Talk Time (CUSTOMER): 82199 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/cb6107c6-e050-4a78-b49a-ce4a7108d7b6_20250521T20:49_UTC.wav
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[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling, uh, this is [PII] calling from Day and Night Pediatrics, and I'm calling about a claim that we have in our office for one of your patients. I mean, one of our patients, one of your members. I'm sorry.
[AGENT][NEUTRAL] Oh, no problem, [PII]. Yes, I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02021777 ML 7
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I believe that's how you say it, [PII]
[AGENT][NEUTRAL] Thank you and please verify her date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] for the amount of 353.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for [PII] um how was it submitted?
[CUSTOMER][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, I could provide you.
[CUSTOMER][NEUTRAL] And we got contact and get claim status.
[CUSTOMER][NEUTRAL] Right. OK. You can provide me on how to get it?
[AGENT][NEUTRAL] Um, well, yeah, how to, yes, ma'am. You can fax it, um, let's see, or you can mail it in, or we have a pair ID.
[CUSTOMER][NEUTRAL] I mean, I had to submit it.
[CUSTOMER][POSITIVE] It's clean.
[AGENT][NEUTRAL] OK, the fax number? Mhm.
[CUSTOMER][NEUTRAL] For payer ID.
[CUSTOMER][NEUTRAL] Yes, mhm, go with the fax number.
[AGENT][NEUTRAL] Um, the fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the payer ID?
[AGENT][NEUTRAL] The pair ID is 60801.
[CUSTOMER][NEUTRAL] I need
[CUSTOMER][NEUTRAL] 60801 this we have to put the payer ID on there right?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] um, when you fax it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, no, the pay ID, no, it doesn't have to be on there. Um, if you submit the claim through the EDI system, the code is 60801.
[CUSTOMER][NEUTRAL] Or no?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, EDI system.
[CUSTOMER][POSITIVE] OK, perfect. I will, uh, what was your name please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] My last [PII] is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, a reference number for this call please.
[AGENT][NEUTRAL] Yes, you can use my name and today's date for the reference number.
[CUSTOMER][POSITIVE] OK, perfect. [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][POSITIVE] Indeed, thank you very much. You have a wonderful day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.