AccountId: 011433970860
ContactId: eeb3fb01-ca8d-431f-a968-06d99fa88cd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328500 ms
Total Talk Time (AGENT): 94958 ms
Total Talk Time (CUSTOMER): 74912 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/eeb3fb01-ca8d-431f-a968-06d99fa88cd2_20250314T18:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's a
[AGENT][POSITIVE] Thank you and then
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] The last name [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the policy number for [PII]?
[CUSTOMER][NEUTRAL] 01969566.
[AGENT][NEUTRAL] OK, let me look him up real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And the bill amount $427 even.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $241.06.
[AGENT][NEUTRAL] Thank you and then can you please give me the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Yeah, it's messy clinic.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I look up this claim for you and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on data service of [PII], I do not find a claim on file for the amount that you've given me.
[CUSTOMER][NEUTRAL] OK, no claim.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Thank you. May I know the member effective date and term date?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] It is
[AGENT][NEUTRAL] Effective [PII] and the policy lapsed on [PII].
[CUSTOMER][NEUTRAL] Thank you. Could you please verify the mailing address?
[AGENT][NEUTRAL] And there's no other active policy.
[AGENT][NEUTRAL] Yes, mailing address is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Thank you. May I know the timely filing limit?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We do not have one.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Could you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. May I know the call reference?
[AGENT][NEUTRAL] You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you for providing this information. That's all for the day. Have a good day.
[AGENT][POSITIVE] You too, Miss, Miss um [PII]. Thank you for calling APL. Have a wonderful weekend.
[AGENT][NEUTRAL] Bye-bye, ma'am.
[CUSTOMER][POSITIVE] Thank you. Bye-bye