AccountId: 011433970860
ContactId: f884053e-48bd-45fd-90f8-453e5e3ee157
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 450309 ms
Total Talk Time (AGENT): 138870 ms
Total Talk Time (CUSTOMER): 145296 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/f884053e-48bd-45fd-90f8-453e5e3ee157_20250116T20:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the driver's office to check on claims information.
[AGENT][NEUTRAL] Yeah, I could check on a claim for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do have one. And the policy number is 016725.
[CUSTOMER][NEUTRAL] 68 M as in Mike, L as in Lima, 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII], and the date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The data service is uh [PII] with the bill amount of.
[CUSTOMER][NEUTRAL] $8,642.61
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, just to confirm that was uh 12-7-2023?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, 1272023.
[AGENT][NEUTRAL] And this was for [PII] correct?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, so I'm not showing that we received any claims for that date of service, [PII].
[CUSTOMER][NEUTRAL] OK, and just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. And may I know the claims timely filing limit?
[AGENT][NEUTRAL] There is no timely falling limit.
[CUSTOMER][NEUTRAL] So we can refile the claim, right?
[AGENT][POSITIVE] Absolutely, yes, I can give you I have our uh mailing address, fax number and a payer ID.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] OK, and the mailing address?
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] May I know the pay ID number?
[AGENT][NEUTRAL] Her ID is 60801.
[CUSTOMER][POSITIVE] Thank you for your patience. Thank you for information. And may I know your name and the call reference number, please?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, so my name is spelled [PII] was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, I do have one more claim to be assisted with.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Was this for the same number or a different member?
[CUSTOMER][NEUTRAL] Different one.
[AGENT][NEUTRAL] It's different, OK.
[AGENT][NEUTRAL] All right, you can go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] It's 01991690. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, and the name and date of birth for this insured?
[CUSTOMER][NEUTRAL] First name is.
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII].
[AGENT][NEUTRAL] Did you have the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] The date of service is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With the bill amount of 11,000.
[CUSTOMER][NEUTRAL] $2.09.
[AGENT][NEUTRAL] That was $11,02.09?
[CUSTOMER][NEUTRAL] Yes, 11002.09.
[AGENT][NEUTRAL] OK, thank you, and that was uh [PII], correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the name of the provider's office, Leo?
[CUSTOMER][NEUTRAL] Provider's office name is Palmetto Stewart Palmetto General Hospital.
[AGENT][NEUTRAL] OK, so we did receive this claim, bear with me just a moment.
[AGENT][NEUTRAL] OK, so it looks like for this claim we are missing the primary EOB.
[CUSTOMER][NEUTRAL] OK. May I know when you receive the claim?
[AGENT][NEUTRAL] Yes, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the
[CUSTOMER][NEUTRAL] Appeals time to final limit.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the claim number?
[AGENT][NEUTRAL] Claim number is 353-8405.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you and
[CUSTOMER][NEUTRAL] May I know your name and the reference number?
[AGENT][NEUTRAL] Reference number is the same, my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your patience. Thank you for patience. Have a great day.
[AGENT][POSITIVE] Yeah, thanks for calling APL. Hope you have a great rest of your day. Bye bye.