AccountId: 011433970860
ContactId: ee4dfaad-c3aa-41e5-adc9-f5f27093f86e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 628140 ms
Total Talk Time (AGENT): 108693 ms
Total Talk Time (CUSTOMER): 108237 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ee4dfaad-c3aa-41e5-adc9-f5f27093f86e_20250603T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, my name is [PII] calling on my provider office. I'm looking for claims.
[AGENT][NEUTRAL] OK, I can help you with claim status.
[AGENT][NEUTRAL] And who are you calling in regards to?
[AGENT][NEUTRAL] The provider?
[CUSTOMER][NEUTRAL] Provider's name, uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 123 5505827.
[AGENT][NEUTRAL] OK, that's too long to be a policy number. Um, can you verify that with me again, please? The policy number?
[CUSTOMER][NEUTRAL] 1235.
[CUSTOMER][NEUTRAL] 505827
[CUSTOMER][NEUTRAL] Uh, one moment, one moment.
[CUSTOMER][NEUTRAL] Policy number is wrong. 01352261.
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Get a service [PII] bill amount $40.
[CUSTOMER][NEUTRAL] Sorry, bill amount $344.09.
[AGENT][NEUTRAL] And you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the total bill amount was $340.09?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is the hospital name?
[CUSTOMER][NEUTRAL] So, facility name?
[AGENT][NEUTRAL] The hospital name?
[CUSTOMER][NEUTRAL] I have a facility. I'm calling on my provider office.
[AGENT][NEUTRAL] OK, I'm not seeing a claim with that um billed amount.
[CUSTOMER][NEUTRAL] Uh, you can check with the $40.
[AGENT][NEUTRAL] For $340?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] No, only $40.
[AGENT][NEUTRAL] Oh, it's only $40?
[CUSTOMER][NEUTRAL] Only $40 on [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing anything for that bill amount for that date of service.
[AGENT][NEUTRAL] Do you wanna verify the uh
[AGENT][NEUTRAL] How did you send the claim? Was it fax or through the mail?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] It was submitted on [PII].
[AGENT][NEUTRAL] And how was it sent?
[AGENT][NEUTRAL] Was it sent through the mail was it sent through the mail? Did they fax it?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Via mail.
[AGENT][NEUTRAL] Can you verify the mailing address that they sent it to?
[CUSTOMER][NEUTRAL] Can you please check if there's any primary payer or you are the secondary payer as I have in my system.
[AGENT][NEUTRAL] This is secondary.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Primarypa is UMR.
[AGENT][NEUTRAL] OK, it looks like you're going to need to resend us that claim because I'm not showing one.
[AGENT][NEUTRAL] Did you want our address to send the claim to?
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] So we need to resubmit the claim again, right?
[AGENT][NEUTRAL] Yes, because I'm not seeing one for that.
[AGENT][NEUTRAL] For that data service, um, for that amount.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][POSITIVE] OK. Take your time.
[CUSTOMER][NEUTRAL] OK, your name and qualification.
[AGENT][NEUTRAL] We don't have call reference numbers you can use my name and last initial in today's date.
[AGENT][NEUTRAL] So [PII], and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.