AccountId: 011433970860
ContactId: d6d3b0d1-09ec-4e1e-a515-b10f1cafc70f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174160 ms
Total Talk Time (AGENT): 103242 ms
Total Talk Time (CUSTOMER): 44000 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/d6d3b0d1-09ec-4e1e-a515-b10f1cafc70f_20250131T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. With whom am I speaking and how may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], initial R for [PII] calling to verify claim if you receive it.
[AGENT][NEUTRAL] OK, so claim status and your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's a good callback number for you in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And you are the provider, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the policy number you're calling regarding?
[CUSTOMER][NEUTRAL] 01749240 M as in Mary, L for Lima 8.
[AGENT][NEUTRAL] Thank you for that information and what is the data service and charge amount?
[CUSTOMER][NEUTRAL] Date of service, [PII]. And the bill amount is $269.
[AGENT][NEUTRAL] $269 even?
[AGENT][NEUTRAL] OK, thank you for that information. One moment while I get that pulled up and then I'll be able to assist you with the uh claim status. Verification of coverage does not guarantee the payment of a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Please verify the member's name and date of birth.
[CUSTOMER][NEUTRAL] Patient named [PII], [PII].
[AGENT][NEUTRAL] Thank you for that information again and one moment while I try to locate that claim.
[AGENT][NEUTRAL] OK, I do not see a claim on file for [PII].
[AGENT][NEUTRAL] We do not have a timely filing, so you are more than welcome to still file that claim.
[AGENT][NEUTRAL] Just make sure you have the primary explanation of benefits submitted with it as well. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, is patients active on the date of service, right?
[AGENT][NEUTRAL] The member's effective date is [PII], and the policy term [PII].
[CUSTOMER][NEUTRAL] July, right?
[AGENT][NEUTRAL] [PII] but your claim is covered. That was coverage for that date that you gave me. You just need to file a claim with the primary LB.
[CUSTOMER][NEUTRAL] Uh, what's your uh claim address?
[CUSTOMER][NEUTRAL] Or payer ID.
[AGENT][NEUTRAL] PO Box
[AGENT][NEUTRAL] 248
[AGENT][NEUTRAL] 950 Oklahoma City, Oklahoma [PII].
[AGENT][NEUTRAL] And the payer I 773124.
[CUSTOMER][NEUTRAL] 7, sorry?
[AGENT][NEUTRAL] And the payer ID is 60801. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just the reference number and record.
[AGENT][POSITIVE] It'll be my name [PII], last initial [PII] and today's date, that is your reference for the call. Thank you, [PII] for calling ATL. You have a great day and stay safe.
[CUSTOMER][NEUTRAL] Bye.