AccountId: 011433970860
ContactId: ef3ee1fd-cb03-42ab-8997-c34d80998a6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204610 ms
Total Talk Time (AGENT): 89187 ms
Total Talk Time (CUSTOMER): 75882 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ef3ee1fd-cb03-42ab-8997-c34d80998a6e_20250416T17:25_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. Last name initial is [PII], calling from the provider's office, looking out for the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure. That would be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, I do have the member ID number with me, that is
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 0, followed by 3 consecutive 2168.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] That would be [PII].
[CUSTOMER][NEUTRAL] [PII]. Shall I spell out the spelling for you?
[AGENT][NEUTRAL] That's OK. Oh, what was that date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII] what was the date of service for this claim?
[CUSTOMER][NEUTRAL] That would be [PII] with the total charge amount on the claim is $150 even.
[AGENT][NEUTRAL] 150. OK, thank you one moment.
[CUSTOMER][POSITIVE] Sure, sure. Take your time.
[AGENT][NEUTRAL] OK, and just to confirm that was [PII], correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we have not received a claim for this state of service for this number.
[CUSTOMER][NEUTRAL] Uh, is it, uh, uh, if you can just check and help me out, is the member active on the date of service with APL?
[AGENT][NEUTRAL] Yes, uh, this policy's effective date was [PII], and it is currently active.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Perfect. I request if you can help me out with the mailing address so that we can resubmit the claim to the insurance, please.
[AGENT][NEUTRAL] Of course, uh, so I've got a mailing address, a fax number, and a payer ID if you'd like.
[CUSTOMER][NEUTRAL] I need the mailing address and the fax number.
[AGENT][NEUTRAL] OK, so that mailing address is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Timely filing for submitting the claim?
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, not, OK.
[CUSTOMER][NEUTRAL] And I request if you can help me with the fax number as well.
[AGENT][NEUTRAL] Yes, that fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I request you if you can help me with the reference number of the call for me, please.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that will be all I needed. Thank you so much for the information and your help, [PII], and have a nice day.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Of course, thanks for IPL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.
[AGENT][NEUTRAL] Bye bye.