AccountId: 011433970860
ContactId: d2012b21-344f-4ed4-9ef9-ffea37ee151d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358350 ms
Total Talk Time (AGENT): 91157 ms
Total Talk Time (CUSTOMER): 148569 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/d2012b21-344f-4ed4-9ef9-ffea37ee151d_20250320T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. Uh, this is [PII] calling from AM provider service regards the claim status. How are you doing today?
[AGENT][POSITIVE] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Yeah, good, thanks for asking.
[AGENT][POSITIVE] All right. Happy to check on a claim for you today. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, [PII], right? Your name?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, uh, yes, sir. The policy number is 02443351.
[AGENT][NEUTRAL] All right. And then
[AGENT][NEUTRAL] If I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], and the member's last name is [PII] [PII], and the member's date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII] and then what's the date of service?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII], and the charge amount is $2750 even.
[AGENT][NEUTRAL] Do you have an amount after the primary?
[CUSTOMER][NEUTRAL] Ah yes, ah it was BCBS.
[AGENT][NEUTRAL] It was, I'm sorry, what was the amount?
[CUSTOMER][NEUTRAL] It's BCBS of Florida.
[AGENT][NEUTRAL] Do you have an amount due after the primary paid?
[CUSTOMER][NEUTRAL] Um, yes, one moment please. I'm checking.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, uh, uh, the premier was paid 5 to $14.52.
[AGENT][NEUTRAL] And what was the bill amount again?
[CUSTOMER][NEUTRAL] Uh, the bill amount is $2750 even.
[AGENT][NEUTRAL] We don't have any claims on file for that bill amount.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Or else you can check with $3470 even.
[AGENT][NEGATIVE] Mm, no, nothing for that either.
[CUSTOMER][NEUTRAL] Uh, you said that, uh, for the charge amount $2750 there is no claim on file, right?
[AGENT][NEUTRAL] Correct, no claim on file.
[CUSTOMER][NEUTRAL] OK, will you please, uh, verify the, the payer ID for me?
[AGENT][NEUTRAL] Payer ID is 60801.
[CUSTOMER][NEUTRAL] One moment, 60801, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, will you please, uh, confirm the PO box number, uh.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] PO [PII] 248.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK, and pay ID is 06801, right?
[AGENT][NEUTRAL] No. 6.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, no.
[CUSTOMER][NEUTRAL] Please allow me a moment.
[CUSTOMER][NEUTRAL] Uh, [PII], one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh sir uh thanks for your patience. um, but the pay is not showing, uh, it says that it was billing to pay, uh, paper claim.
[AGENT][NEUTRAL] OK, we do accept claims electronically, paper or via fax.
[CUSTOMER][NEUTRAL] Uh, OK, we accept with, uh, paper paper claim, right?
[AGENT][NEUTRAL] You can send a paper claim, yes.
[CUSTOMER][NEUTRAL] OK, yeah, can I have the fax number please?
[AGENT][NEUTRAL] Fax number is 877.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh, is there an extension to this?
[AGENT][NEUTRAL] Uh, no, just attention claims.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] No, no extension just mark attention to claims.
[CUSTOMER][NEUTRAL] OK, I didn't send the claim, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Thank you, sir, uh, for assisting me. And can I have the conference number, sir?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. The last initial to my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and the date, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you, sir, for assisting me. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Yeah.