AccountId: 011433970860
ContactId: d3c6ef40-6760-4c81-b853-adc7bd10b7c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227199 ms
Total Talk Time (AGENT): 81066 ms
Total Talk Time (CUSTOMER): 91615 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/d3c6ef40-6760-4c81-b853-adc7bd10b7c4_20250121T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] She
[CUSTOMER][NEUTRAL] Yeah, hello, [PII]. I'm [PII] calling from provider's office regarding our claims.
[AGENT][NEUTRAL] OK, yeah, I could check on a claim for you, [PII], uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII] that line extension.
[AGENT][NEUTRAL] Alright thank you and then uh do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, like, upon checking, I don't have any policy number. Can you please verify with the member's first name and the last name?
[AGENT][NEUTRAL] Um, I can try, yeah, uh, if you wouldn't mind spelling out the first and last name for me.
[CUSTOMER][NEUTRAL] And my first name is uh [PII]. Mhm.
[AGENT][NEUTRAL] That was [PII]
[CUSTOMER][NEUTRAL] No, no, no. Actually, uh, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then uh the last name please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Last name is [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 00 OK thank you one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Do you have the date of birth for this insured?
[CUSTOMER][NEUTRAL] Yeah, sure. Date of birth is uh [PII].
[AGENT][POSITIVE] OK, thank you. I do believe I found them see.
[AGENT][NEUTRAL] Alright, and what was the date of service for this claim, [PII]?
[CUSTOMER][NEUTRAL] The service is uh [PII].
[CUSTOMER][NEUTRAL] Uh, with the bill amount of?
[CUSTOMER][NEUTRAL] $340 even.
[AGENT][NEUTRAL] 340. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that we received uh that claim for this individual.
[CUSTOMER][NEUTRAL] OK, stating that uh you find the number but you are unable to find the claim for the data service, right?
[AGENT][NEUTRAL] Correct. Yes. Did you want me to give you that policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, sure, please. Could you please help me with the policy number?
[AGENT][NEUTRAL] Yeah, it is 02.
[AGENT][NEUTRAL] 54.
[AGENT][NEUTRAL] 3961.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 61. OK, got it. Could you please, like, I just wanted to make sure, are you the primary payer or the secondary payer for this number?
[AGENT][NEUTRAL] This is a secondary medical policy.
[CUSTOMER][NEUTRAL] OK, you are stating that, uh, you are secondary, right? You're secondary payer, am I right?
[AGENT][POSITIVE] That's correct. That's correct.
[CUSTOMER][NEUTRAL] Got it. Could you please help me the call reference?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Now was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Nothing else, [PII]. That's the information I need and I just need the timely what is the timely filing limit to submit the claim.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] There is no timely there's no timely filing limit.
[CUSTOMER][NEUTRAL] OK, I just wanted to make sure the payer ID is 60801, right?
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you, thank you, [PII]. Uh, that's the information needed. Thank you for assisting me.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] I