AccountId: 011433970860
ContactId: d6f27a85-42ad-4e89-bb9b-59c61ce8b5a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278100 ms
Total Talk Time (AGENT): 107742 ms
Total Talk Time (CUSTOMER): 136100 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/d6f27a85-42ad-4e89-bb9b-59c61ce8b5a4_20250224T15:35_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Atria Healthcare on a recorded line. Could you please help me with the claim status information?
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And your name is again, I'm sorry.
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. It's [PII] Shall I spell it for you?
[AGENT][NEUTRAL] Uh, it's
[AGENT][NEUTRAL] Uh-huh, go ahead.
[AGENT][NEUTRAL] Yes, ma'am, please.
[CUSTOMER][NEUTRAL] Sure. It is [PII]. And my last name is [PII].
[AGENT][NEUTRAL] OK, thank you. And how do you pronounce your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Sure. The policy number would be 02422301.
[AGENT][NEUTRAL] I'm sorry, it sounds like it's missing a number. Do you have a copy of the card in front of you?
[CUSTOMER][NEUTRAL] Yeah, it's 02422301. I have the only this number.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure. The callback number would be [PII].
[AGENT][NEUTRAL] OK, thank you. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Patient's first name is [PII] and last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The date of service for the claim is [PII], with the valid amount for the claim $941.20.
[AGENT][NEUTRAL] OK, thank you. And do you have the balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Yeah, it is $993.43.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK. I do not show we received that claim. Can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] OK. Just give me a moment. The claim is submitted to [PII].
[AGENT][NEUTRAL] OK. Uh, that address changed [PII], so when you're ready, I can give you the correct mailing address.
[CUSTOMER][NEUTRAL] Could you please let me know the correct address?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please let me know the ZIP code once again?
[AGENT][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Thank you, thank you. Can we submit the can we resubmit the claim electronically?
[AGENT][NEUTRAL] I'm sorry, say again.
[CUSTOMER][NEUTRAL] Can you submit the claim electronically?
[AGENT][NEUTRAL] Alright, you can. The payer ID is 60801.
[CUSTOMER][NEUTRAL] 60801, right? And the address would be [PII].
[AGENT][POSITIVE] Cool.
[AGENT][NEUTRAL] Correct, but it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but if you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] Could you please spell your name for me?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII].
[CUSTOMER][POSITIVE] Thank you, thank you so much for the confirmation and have a good day. Bye for now.
[AGENT][POSITIVE] All right, you're welcome. Thank you for calling APL. Have a great day, Miss.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye.
[AGENT][NEUTRAL] Bye.