AccountId: 011433970860
ContactId: ec02774b-4845-45f0-8d32-a59c7336a138
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363190 ms
Total Talk Time (AGENT): 91436 ms
Total Talk Time (CUSTOMER): 171867 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/ec02774b-4845-45f0-8d32-a59c7336a138_20250612T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from doctor's office. Uh, I'm calling to check for claim status, please.
[AGENT][NEUTRAL] I'm sure I can assist you with claim status. Um, could I get your name one more time and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Of course, um, my name is [PII]. Callback number, let me just go ahead, um.
[CUSTOMER][NEUTRAL] I'm going to provide you the call our office phone number.
[CUSTOMER][NEUTRAL] [PII], that will be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That is a direct line, direct to the doctor's office.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Of course, um, I don't know if you could, um, it says here 019606.
[CUSTOMER][NEUTRAL] 16
[CUSTOMER][NEUTRAL] M like Mary, L like Lima.
[CUSTOMER][NEUTRAL] And number 8, I don't know if that's correct.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Well, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes. And that will be for [PII], [PII].
[AGENT][NEUTRAL] OK, and what's the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] Yeah, this is an old claim, but this is for [PII]. And this is for, let me just go ahead and double check here for a while. I'm so sorry.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm so sorry I have to call back here.
[CUSTOMER][NEUTRAL] Come on computer.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Um, where are you now?
[CUSTOMER][NEUTRAL] Computer computer.
[CUSTOMER][NEUTRAL] Yeah, uh, this is $410 even.
[AGENT][NEUTRAL] $110 or did you say 4?
[CUSTOMER][NEUTRAL] 410,410.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, and what were those bill charges again?
[CUSTOMER][NEUTRAL] Uh, $410 even.
[AGENT][NEUTRAL] And this is for 4 1021?
[CUSTOMER][NEUTRAL] Uh, I'm so sorry, [PII] has a date range. I'm so sorry.
[AGENT][NEUTRAL] No problem. And yes, I'm not showing a claim on file, not with those dates of services and bill charges.
[CUSTOMER][NEUTRAL] Oh no. So if you're going to resubmit it so to pass this on the following that, OK.
[AGENT][NEUTRAL] Um, there's no timely filing limit for these claims.
[CUSTOMER][POSITIVE] Oh great. Wow. So, uh, um, can we resubmit it again like?
[AGENT][NEUTRAL] Um, yes, ma'am. You can resubmit it.
[CUSTOMER][POSITIVE] Beautiful. That's oh my God, that's new to me. Oh.
[CUSTOMER][NEUTRAL] Alright, let me just, um, but I would like to ask if the policy is still active right during the date of service.
[AGENT][NEUTRAL] Yes, for the date of service, the policy was still active.
[CUSTOMER][NEUTRAL] Teleactive. Beautiful. OK. Um, so, um, we can submit it through electronically. Do you do you accept electronic like payer through payer?
[AGENT][NEUTRAL] Um, yes, our payer ID is.
[AGENT][NEUTRAL] 60801 and claims can also be faxed in.
[CUSTOMER][NEUTRAL] Oh, fax. Um, can I get a fax number, please?
[AGENT][NEUTRAL] Yes, the fax number is [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Claims alright, I do, I do have here [PII] claims department.
[AGENT][NEUTRAL] Um, no, I'm sorry. It's 877.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] 3659423. Beautiful. Alright, thank you so much for your help. I really appreciate that. And can I get your first name first initial your last name again?
[AGENT][NEUTRAL] Um yes, it's [PII] spelled [PII] and last initial is [PII] and my name and today's date will be your reference number. Um is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Alright, um, aside from the HEPA form, what else that we have to submit together with the claims?
[AGENT][NEUTRAL] Um, yes, the claim form and we'll need the explanation of benefits from the primary insurance company for the date of service.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Beautiful. That's great. Alright, um, yeah, we're going to resubmit it again and thank you so much for help. You have a great day bye bye.
[AGENT][NEUTRAL] You, you do the same, [PII]. Thank you for calling APR um bye.
[CUSTOMER][NEUTRAL] Bye.