AccountId: 011433970860
ContactId: d5b6bf8f-4520-4559-9186-a8fbf6d43478
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 658739 ms
Total Talk Time (AGENT): 169472 ms
Total Talk Time (CUSTOMER): 265600 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/d5b6bf8f-4520-4559-9186-a8fbf6d43478_20250515T20:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling on behalf of provider's office to check on the claim status. And this call is being recorded for quality and training purposes.
[AGENT][NEUTRAL] OK, can I can help you with claim status. May I please get your call back number?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Oh, OK. The callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Date of birth and policy number.
[CUSTOMER][NEUTRAL] Uh, the patient's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII], and the date of birth is [PII]. The uh policy number is going to be
[CUSTOMER][NEUTRAL] 022970
[CUSTOMER][NEUTRAL] 85 M like Mary, L like Lima.
[AGENT][POSITIVE] Thank you so much. Let me pull up that policy.
[CUSTOMER][NEUTRAL] Uh, sorry, your voice is a little bit.
[CUSTOMER][NEGATIVE] Kind of breaking.
[AGENT][NEUTRAL] Oh, OK. Let me fix that real quick.
[CUSTOMER][NEUTRAL] Oh yeah, now it's clear.
[AGENT][NEUTRAL] Can you hear better now? Good. Alright, and I'm gonna pull up the policy. Um, can you give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, the latest service was on [PII] for the bill amount of $264 even.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary paid?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Uh, it is uh $30 730.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK and the name of the facility you're calling from [PII]?
[CUSTOMER][NEUTRAL] At the University of Alabama Health Services Foundation.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this client for us and I'll be right back sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't
[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]. This is [PII] back with you again. So looking off for [PII] on data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, just a moment. So, uh,
[CUSTOMER][NEUTRAL] Just checking. So there is no uh claim on file for the uh data service to the amount, right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Uh, OK. Uh.
[CUSTOMER][NEUTRAL] Just a moment. Upon checking, I found that uh we submitted the uh claim back on.
[CUSTOMER][NEUTRAL] [PII], 2 people.
[AGENT][NEUTRAL] OK, and where did you send it to?
[CUSTOMER][NEUTRAL] Um, the address, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's not our claims address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. So, uh, but still there is no claim for on file, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. So, whether we need to resubmit the claim?
[AGENT][NEUTRAL] Yes, you'll need to resubmit.
[AGENT][NEUTRAL] To the correct claims address, and let me give that to you.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claims address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, can you repeat it once again?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Uh, sorry, your watch. Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And that's in [PII], [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, so it's [PII], uh,
[CUSTOMER][NEUTRAL] [PII], [PII], and the state?
[AGENT][NEUTRAL] The state is also [PII].
[CUSTOMER][NEUTRAL] OK. [PII]. OK.
[CUSTOMER][NEUTRAL] And the ZIP code is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh can I get the payer ID?
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. And what about the uh timely filing limit to submit the claim?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK. No time the filing limit. And what about the uh effective date and the time date on the patient policy?
[AGENT][NEUTRAL] There's no termination date. um, well, yes, there is, let me look.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Let me check one more time. OK, the effective date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, uh, it was turned back on [PII] and the date, on the date of service, the patient plan was active. OK?
[CUSTOMER][NEUTRAL] Uh, OK, got it. Yeah, I have, uh, 2 more data services for the same patient. Uh, can you check on that?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, what's the next date of service and charge amount?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh yeah, sure. The next date of service was on [PII] for the bill amount of
[CUSTOMER][NEUTRAL] It is $161 even.
[CUSTOMER][NEUTRAL] And the balance of the primary process, it is $30 even $30.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. I'm gonna put you on, is it for the same um facility? University of Alabama?
[CUSTOMER][NEUTRAL] Yeah, it's for the same person. Yes.
[AGENT][NEUTRAL] OK, OK, it's gonna be a brief hold again. I'm gonna look this one up and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, that one is not on file either and it's probably because you guys didn't have the correct.
[AGENT][NEUTRAL] Claim address which you do have now.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] OK. So upon checking,
[CUSTOMER][NEUTRAL] Yeah, we have the address which I provide you the uh previously, [PII] address. So it's not the right one, right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, what was the other data service and while I've got it pulled up I can check and see if it's the same situation or not.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure. Mhm. Uh, the next date of service is on [PII].
[CUSTOMER][NEUTRAL] For the bill amount of.
[CUSTOMER][NEUTRAL] It is $149 even.
[CUSTOMER][NEUTRAL] With the balance of $14149.
[AGENT][NEGATIVE] Right. No, that one's not.
[AGENT][NEUTRAL] Not on file either [PII].
[CUSTOMER][NEUTRAL] OK. So, uh, all the 3 of the claims need to be resubmitted.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Yeah, so, uh, that's all for today. So can I get the call reference for this?
[AGENT][NEUTRAL] Yes, you can use my name, [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, got it. Yes, so, uh, that's all for today. Thank you for your assistance. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You have a wonderful day too, and thank you for calling APL and you take care. Bye-bye, sir.
[CUSTOMER][NEUTRAL] Mhm. Bye.