AccountId: 011433970860
ContactId: df75e4a2-1300-461b-91cf-faf3f8ae792c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392079 ms
Total Talk Time (AGENT): 112779 ms
Total Talk Time (CUSTOMER): 110595 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/df75e4a2-1300-461b-91cf-faf3f8ae792c_20250331T14:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from office, and I would like to get a claim status.
[AGENT][NEUTRAL] OK, [PII], I can
[CUSTOMER][NEUTRAL] And your voice is breaking, so could you please
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Your voice is breaking.
[AGENT][POSITIVE] OK, thank you, [PII] I appreciate you letting me know that.
[AGENT][NEUTRAL] And I can help you with your claim status sir can you please give me your callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The patient's name is uh [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII]. The policy number is 02150688.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Sure, sure. OK good.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then what is the data service?
[CUSTOMER][NEUTRAL] So, the data services uh.
[CUSTOMER][NEUTRAL] Just give me a moment. Yeah, medical service is [PII].
[CUSTOMER][NEUTRAL] With the amount $164.31.
[AGENT][NEUTRAL] OK, and can you repeat that data service for me one more time please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what's the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] So, you're asking me the outstanding amount, right?
[AGENT][NEUTRAL] Right, the amount after primary paid their part?
[CUSTOMER][NEUTRAL] I said that there is no primary for this claim.
[CUSTOMER][NEUTRAL] So, this is the primary.
[AGENT][NEUTRAL] OK, and can
[AGENT][NEUTRAL] OK, can you please give me the name of the facility you're calling from, Max?
[CUSTOMER][NEUTRAL] It is UC Health Laboratory Services.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim and I will be right back sir.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, Max.
[AGENT][NEUTRAL] So looking for data service of [PII], I do not find a claim on file.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] All right. Could you please spell your name for me?
[AGENT][NEUTRAL] Yes, sir. It's [PII]
[CUSTOMER][NEUTRAL] All right, [PII].
[CUSTOMER][NEUTRAL] So, could you describe me the coverage affected date and term date of the policy?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] The effective date of the policy is [PII] and the policy is still active.
[AGENT][NEUTRAL] Did you get that? The policy is still active.
[CUSTOMER][NEUTRAL] May I know the time difference, yeah, yeah.
[AGENT][NEGATIVE] OK, and there's not a timely.
[CUSTOMER][NEUTRAL] May I know the time limit?
[AGENT][NEUTRAL] There's not a timely filing limit you can file at any time.
[CUSTOMER][NEUTRAL] Got it. And uh
[CUSTOMER][NEUTRAL] Could you please provide me the
[CUSTOMER][NEUTRAL] Yeah, the, so what is the epay ID? So could you please verify that?
[AGENT][NEUTRAL] What is the, I'm sorry, can you repeat the question?
[CUSTOMER][NEUTRAL] What is the ePay electronic form ID?
[AGENT][NEUTRAL] The payer ID.
[CUSTOMER][NEUTRAL] Where we send the claim.
[AGENT][NEUTRAL] The payer ID is 60801.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the thing is that uh how could we send it through paper claim?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's in the mailing address.
[AGENT][NEUTRAL] Yes sir it's PO Box.
[CUSTOMER][NEUTRAL] Uh, then
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Yes, and
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] That [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] And could you please provide me the,
[CUSTOMER][NEUTRAL] Uh, got rid of the number for this call.
[AGENT][NEUTRAL] Yes, sir. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right, sorry. Thank you for your assistance. It was really helpful and have a wonderful day.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][POSITIVE] Yeah. Thank you for your assistance and uh
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Very welcome, sir. I
[CUSTOMER][POSITIVE] Have a wonderful day ahead.
[AGENT][POSITIVE] You have a good day too
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Bye bye.