AccountId: 011433970860
ContactId: ddf24683-ff6c-4cf5-9891-6d72203cfac4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325130 ms
Total Talk Time (AGENT): 149108 ms
Total Talk Time (CUSTOMER): 87210 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/ddf24683-ff6c-4cf5-9891-6d72203cfac4_20250410T18:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling with McAllister Health Clinic, and I'm needing to check on some claims.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with some claims. Um, can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, ma'am. It is [PII].
[AGENT][NEUTRAL] Thank you ma'am and then what is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Policy number is 02247428.
[AGENT][POSITIVE] OK, thank you so much. I appreciate that. Let me look them up real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] OK, so we have quite a few, but I'll the most recent one is [PII] of $25. The full charge amount is $150.
[AGENT][NEUTRAL] OK, and what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the balance is $30.
[AGENT][NEUTRAL] OK. Let me look this up. I do see that this policy did lapse on [PII], but I'm gonna check to see if there's another policy that might be active.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, so.
[AGENT][NEUTRAL] If we have a claim, it's going to state that it was probably after termination date, but we're gonna check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I don't even find the claim on file for [PII].
[CUSTOMER][NEUTRAL] OK. Can you tell me um the policy's effective dates?
[AGENT][NEUTRAL] Yes, the effective date is [PII], and then the policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK, so I do have a few dates before that, can we check those?
[AGENT][NEUTRAL] Yes ma'am, can you give me the first one?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, and the charge amount please?
[CUSTOMER][NEUTRAL] The full charge amount is $150 the balance is $30.
[AGENT][NEUTRAL] 30, OK.
[AGENT][NEUTRAL] Let me look up that one.
[AGENT][NEUTRAL] Mm, that was not on file either.
[AGENT][NEUTRAL] [PII], don't find the claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK, so do these need to come by paper to y'all?
[AGENT][POSITIVE] You can send them by paper, you can fax them or you can send them electronically. I can give you all three ways.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yes, if you would please.
[AGENT][NEUTRAL] OK, the um payer ID number for electronic is 60801.
[CUSTOMER][NEUTRAL] One second, 60801?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um to fax it.
[AGENT][NEUTRAL] Excuse me, to fax it, it's gonna be 18877.
[AGENT][NEUTRAL] 3659423
[CUSTOMER][NEUTRAL] And those can be black and white poppies.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you wanted to send paper claim, uh, you would send that to [PII] claims.
[AGENT][NEUTRAL] And that
[AGENT][NEUTRAL] Address is [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and how long do we have to submit these?
[AGENT][NEUTRAL] As long as the policy was active on the date of service, we do not have a timely filing limit.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alrighty, can I get a call reference number from you?
[AGENT][NEUTRAL] Yes, you can use my name, [PII].
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][POSITIVE] OK all right I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is there anything else we can help you with before we go?
[CUSTOMER][POSITIVE] That will be it thank you.
[AGENT][POSITIVE] OK, well, you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] You as well mhm bye bye.
[AGENT][NEUTRAL] Mhm. Bye-bye, ma'am.