AccountId: 011433970860
ContactId: dc0c2866-d867-4ec5-bc4d-3dded5bd68bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424119 ms
Total Talk Time (AGENT): 123598 ms
Total Talk Time (CUSTOMER): 108740 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/dc0c2866-d867-4ec5-bc4d-3dded5bd68bc_20250327T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah, sure. Just a moment. Callback number is uh
[CUSTOMER][NEUTRAL] [PII]. And the exchange number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The member's name is uh
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] spell the first time it's loading just now. The member's contact uh ID number is uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 15 M as in Mary.
[CUSTOMER][NEUTRAL] And the member's name is uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the date of birth is uh [PII].
[AGENT][NEUTRAL] OK, let me look up that policy real quick for us.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I've got the policy pulled up. Can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] The date of service is uh [PII] and the total bill amount is uh $276 even.
[AGENT][NEUTRAL] OK, and then what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, just a moment.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] Primary life only is $85.34.
[AGENT][NEUTRAL] Thank you, sir. And [PII], can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] It's a radiology of MSMC.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking for data service of [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, the policy number that you gave me was no longer active and had lapsed, uh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let's see, it lapsed in [PII]. So the good policy number, let me give you the good policy number.
[AGENT][NEUTRAL] It's 2321234.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the effective date of this policy is [PII].
[AGENT][NEUTRAL] And it's still active?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there's no claim on file for that date of service that you gave me with the amount you gave me. So you'll probably have to resubmit it on the good policy number.
[CUSTOMER][NEUTRAL] OK. May I know the uh
[CUSTOMER][NEUTRAL] Uh, May I know the mailing address?
[AGENT][NEUTRAL] Yes sir, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. May I know the timely filing to submit the claim?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] We don't have a timely filing limit, so you can submit it any time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Is there any pay ID?
[AGENT][NEUTRAL] Yes, sir. It's 60801.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] So, can we submit this claim as electronic?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][POSITIVE] Mm, that's all I have. Thank you so much, sir. May I know the call this number?
[AGENT][NEUTRAL] Yes sir, you can use my name [PII]
[CUSTOMER][NEUTRAL] To.
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thank you for us. Have a great day.
[AGENT][POSITIVE] You too, [PII], and thank you for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.