AccountId: 011433970860
ContactId: f248d9a2-e328-46db-81c3-74bd150f42f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203820 ms
Total Talk Time (AGENT): 92256 ms
Total Talk Time (CUSTOMER): 78150 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/f248d9a2-e328-46db-81c3-74bd150f42f5_20250128T15:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, hi [PII], good morning. My name's [PII]. I'm calling from a provider's office. I'm trying to get status on a claim, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I do. 02432958, M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] and the bill amount was $397.32.
[AGENT][POSITIVE] Got it OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the provider's office that you were with?
[CUSTOMER][NEUTRAL] Uh, yep, dermatology associates.
[AGENT][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] Believe I found it. Give me just a moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so it looks like for this claim we did receive it um we did not receive the primary EOB and we do need that before we're able to continue getting that processed.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Are we still in timely filing for you guys?
[AGENT][NEGATIVE] Absolutely there is no timely filing limit.
[CUSTOMER][NEUTRAL] Oh OK great and is there um am I able to fax this?
[AGENT][NEUTRAL] Of course I can give you that fax number and then if uh you need the claim number I can give that to you as well.
[CUSTOMER][NEUTRAL] Yeah, go ahead with the claim number.
[AGENT][NEUTRAL] Sure, claim number is 3513592.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty and then our fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Great, so you just should I submit the claim again too or just the EOB?
[AGENT][NEUTRAL] You can, but um, as we have most of this claim information already, that's all it's stating that we're missing is the primary EOB so you should be fine just to send that to us and reference that claim number, sure.
[CUSTOMER][NEUTRAL] OK, well just, I mean, obviously I'll have a fax yeah I'll have a, yeah I'll have a fax cover sheet with it too. OK, great, and your and and your name again?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] And is there a call reference number for us today [PII]?
[AGENT][NEUTRAL] That number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Uh, no, that'll be it, [PII]. I appreciate your time. Have a good day.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.