AccountId: 011433970860
ContactId: f1e861e9-361e-4b8a-8c7d-8b60bd4d6f6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186210 ms
Total Talk Time (AGENT): 75583 ms
Total Talk Time (CUSTOMER): 77851 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f1e861e9-361e-4b8a-8c7d-8b60bd4d6f6a_20250618T18:04_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATS. This is. How can I help you?
[CUSTOMER][NEUTRAL] OK, hey, if they drop.
[CUSTOMER][NEUTRAL] Hello, hello. Hey, good afternoon, um, my name is [PII]. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] Doing good thank you I am calling to check on a claim status for one of your members please.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 025940.
[CUSTOMER][NEUTRAL] 90.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect thank you so much for verifying that um what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yes, [PII] for the billed amount of $439.
[AGENT][POSITIVE] OK, got it. Thank you. One moment please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so I am not showing that we've received a claim for that date of service for this member.
[CUSTOMER][NEUTRAL] You're not. What is the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] OK, can you repeat that? I'm sorry.
[AGENT][NEUTRAL] Sure, 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] OK, because one, all right, so it's gonna go to American public.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, because when I was looking at the back of the insurance card.
[AGENT][NEUTRAL] With a multi multi plan information that you're seeing.
[CUSTOMER][NEUTRAL] Um, it
[CUSTOMER][NEUTRAL] Yeah, I'm seeing a payer ID of 64556, but we actually just dropped it to paper.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] There's quite a bit of confusion.
[AGENT][NEUTRAL] Right, there's quite a bit of confusion regarding uh the multi plans. I apologize for that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I can give you we also got a mailing address and a fax number if you'd like those as well.
[CUSTOMER][NEUTRAL] OK, what is the, what is your timely filing limit?
[AGENT][NEGATIVE] Oh, there is no timely filing limit.
[CUSTOMER][POSITIVE] Oh, there's none? OK, perfect.
[CUSTOMER][NEUTRAL] OK, OK, I will just resubmit this. I'll realign this and I will, um, get this, uh, sent over electronically. Can I just get a reference number for our call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial and today's date. Uh so my name is spelled [PII] and was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it, [PII]. Thank you so much for your trouble. I appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling Hill. No problem, have a great rest of your day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.