AccountId: 011433970860
ContactId: d2384964-0139-445c-8c49-7fe3ca477cdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256000 ms
Total Talk Time (AGENT): 75118 ms
Total Talk Time (CUSTOMER): 81580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d2384964-0139-445c-8c49-7fe3ca477cdf_20250529T15:59_UTC.wav
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[AGENT][POSITIVE] And thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm calling to see if you have a claim on file for a patient.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII] and the number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02465486
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what was your name again? I'm sorry.
[AGENT][NEUTRAL] Um, my name is [PII]. Um it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm. No problem. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Um [PII] for $540.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and I'm still waiting on my system. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And please repeat the bill charges.
[CUSTOMER][NEUTRAL] Um, $540.
[CUSTOMER][NEUTRAL] Is one of them. I actually have 2 clients that I'm looking for.
[AGENT][NEUTRAL] OK, I'm actually not showing that claim on file, not with that date of service and those bill charges. Would you like to verify how it was submitted?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it looks like we may have printed it and mailed it on paper.
[CUSTOMER][NEUTRAL] Around [PII].
[AGENT][NEUTRAL] OK, to what address?
[CUSTOMER][NEUTRAL] Um, to [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. That's the correct address. Um, claims can also be faxed in and we have a pair ID.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] Um, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And please attention into the claims department mhm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] And that's payer ID.
[CUSTOMER][NEUTRAL] I see one on my card I think.
[AGENT][NEUTRAL] Is it 6
[CUSTOMER][NEUTRAL] Is that 60801?
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] OK, all right, we may try to send electronically if our clearing house can do that.
[AGENT][NEUTRAL] OK. And what's the date of service?
[CUSTOMER][POSITIVE] OK, that's all I need thank you.
[AGENT][NEUTRAL] Did you want to see if we received the other one?
[CUSTOMER][NEUTRAL] Uh, yeah, that'd be fine, um, it's the same data of service.
[CUSTOMER][NEUTRAL] But the total charges for that claim are.
[CUSTOMER][NEUTRAL] $1410.
[AGENT][NEUTRAL] OK. No, ma'am. We didn't receive that one either.
[CUSTOMER][NEUTRAL] OK, it went the same way, so I'm not sure, but we'll we'll get it resent.
[AGENT][NEUTRAL] OK. Well, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that's all thank you.
[AGENT][POSITIVE] Yeah, thank you, [PII], for calling ATO. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] You too thanks bye bye.