AccountId: 011433970860
ContactId: f4faae98-f7d7-4b5a-86bc-ef3450960b14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 728619 ms
Total Talk Time (AGENT): 248137 ms
Total Talk Time (CUSTOMER): 229042 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/f4faae98-f7d7-4b5a-86bc-ef3450960b14_20250513T13:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello. My name is [PII] and last name initial start with [PII] [PII]. I would like to know about the claim status.
[AGENT][NEUTRAL] OK, one moment please, [PII].
[AGENT][NEUTRAL] And what is your callback number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, ma'am. The callback number is [PII].
[AGENT][NEUTRAL] OK. And may I please have the policy number?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, ma'am. The policy number is um 1539960M Mike Lima 8.
[AGENT][POSITIVE] Thank you very much. One moment please, [PII].
[AGENT][NEUTRAL] Let me just repeat that to you. I have that as 01539960ML8.
[CUSTOMER][NEUTRAL] 0, 1,539,960 ML 8.
[AGENT][POSITIVE] OK, thank you very much. I appreciate that. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is uh [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process and again you call for claim status for this number. I can assist you. What is the date of service and the total charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII], sorry, [PII].
[CUSTOMER][NEUTRAL] And the total charge is $100 even.
[AGENT][NEUTRAL] OK, you said that's $100 even?
[CUSTOMER][NEUTRAL] Yes, $100 even. $100 even.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you, thank you so much and I do apologize in the question, I'm sorry.
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] Mm, ma'am, the date of service is [PII], right?
[AGENT][NEUTRAL] Correct, correct, that's what you gave me with the total charge amount of $100.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes. And my question is, what is the claim status, ma'am?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now we do not have that claim on file, [PII].
[CUSTOMER][NEUTRAL] Ma'am, you found the mem uh you found the member, right?
[AGENT][NEUTRAL] Correct, I was able to find the member however, we do not have that claim on file.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, OK, ma'am. What is your mailing address?
[AGENT][NEUTRAL] OK, it is [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Ma'am, spell as
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Ma'am, [PII]. After this, uh, the word spelled.
[AGENT][NEUTRAL] OK, spelled as [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Second word is [PII]
[AGENT][NEUTRAL] And the state is OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] O
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] The state of [PII], that's OK.
[CUSTOMER][NEUTRAL] [PII], right? And the zip code is [PII]. Anything I'm missing?
[AGENT][NEUTRAL] That is correct. Did you get the state of [PII] is OK?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That is correct. We also have a fax number and payer ID if you like that as well.
[CUSTOMER][NEUTRAL] OK, the fax ID uh fax number is?
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Uh, call refer for this game.
[AGENT][NEUTRAL] We do not provide call reference numbers. [PII], you can use my name in today's date and also you can check claim status by visiting our secure portal at [PII] and you're also able to submit claims in that fashion as well.
[CUSTOMER][NEUTRAL] Uh, ma'am, and uh your name and uh today's date, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK, ma'am. Uh, I have, ma'am, 2 more claims.
[AGENT][NEUTRAL] Is it for the same number?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. Uh, the different member but the facility is the same.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Where's that policy number, [PII]?
[CUSTOMER][NEUTRAL] Mm, yes, ma'am. The policy number is 0161.
[CUSTOMER][NEUTRAL] 242
[CUSTOMER][NEUTRAL] 2 ML 8.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Let me just repeat that to you. I have that as 01612422 ML8.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct, thank you. Verify the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Patient name is um [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you very much for the information and what is that date of service and total charge amount?
[CUSTOMER][NEUTRAL] Ma'am, the date of service is uh [PII] and the charge amount is $75 even.
[AGENT][NEUTRAL] OK, thank you very much. One moment, please. Now I will tell you, um, [PII], this policy has termed, this policy termed as of [PII]. We do not have this claim under this policy number. Bear with me, let me check for an active policy, please. One moment.
[AGENT][NEUTRAL] I do not show an active policy on file for this member.
[CUSTOMER][NEUTRAL] Uh, ma'am, you said that, uh, the member is not active for this state of service, right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like the effective date of this policy?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Correct, of [PII] and this policy termed [PII].
[CUSTOMER][NEUTRAL] Uh, ma'am, wait for a second.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Wait for a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Hello, ma'am?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, ma'am, do you have the claim number for this claim?
[AGENT][NEUTRAL] I'm sorry, [PII], there is no claim on file.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] Ma'am, the next member ID is?
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, what is that policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, ma'am, the policy number is 1017449.
[AGENT][NEUTRAL] OK, I have that as 1017449.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Verify the patient's name and date of birth. Thank you.
[CUSTOMER][POSITIVE] Correct, ma'am.
[CUSTOMER][NEUTRAL] Ma'am, patient name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service and total charge amount please?
[CUSTOMER][NEUTRAL] Ma'am, date of service is [PII] and the bill amount is $30 even.
[AGENT][NEUTRAL] OK, now, with this particular policy, this is another term policy. This policy shows termed as of [PII] with an effective date of [PII].
[AGENT][NEUTRAL] There is no claim on file.
[CUSTOMER][NEUTRAL] Uh, ma'am, please
[CUSTOMER][NEUTRAL] Ma'am, please uh repeat the date.
[AGENT][POSITIVE] OK, the policy was effective.
[CUSTOMER][POSITIVE] Effective, effective date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, effective date and termination date.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Again, the effective date is [PII] I'm sorry, I'm trying to tell you that, um, give me one moment. The effective date is [PII] and it turned [PII].
[CUSTOMER][NEUTRAL] What is the effective date?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] April
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK ma'am, uh, so this member is also not active for this data service, right?
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] Oh, OK, ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, ma'am. Ma'am, the call referral, OK, the, your name and the date of birth, uh, date of service. So the date of today, right?
[AGENT][NEUTRAL] My name and today's date, correct.
[CUSTOMER][NEUTRAL] OK, ma'am. Your name is [PII], right?
[AGENT][POSITIVE] That is correct.
[CUSTOMER][POSITIVE] OK, ma'am. Ma'am, thank you so much.
[AGENT][POSITIVE] You're welcome [PII] thank you very much for calling APL. You have a great day. Thank you, take care.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you.
[AGENT][NEUTRAL] Mm bye.