AccountId: 011433970860
ContactId: fa235d4e-0295-4810-8e9a-a5bf3d0885d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228320 ms
Total Talk Time (AGENT): 100614 ms
Total Talk Time (CUSTOMER): 108153 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/fa235d4e-0295-4810-8e9a-a5bf3d0885d2_20250611T14:49_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII].
[CUSTOMER][NEUTRAL] I'm calling from the provider's office.
[CUSTOMER][NEUTRAL] I need to try to verify and see if I can get a an ID number so we can bill a claim to y'all.
[CUSTOMER][NEUTRAL] I'm looking at the patient's um insurance card, but it doesn't have an ID number on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, what does it have on it? What does it have listed on it?
[CUSTOMER][NEUTRAL] It says insured John and the patient's name, coverage and it says family, the group number, the effective date, the plan name, which is med linked select group med med.
[CUSTOMER][NEUTRAL] SUP and then it's got in hospital.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, benefit cert number.
[AGENT][NEUTRAL] It also
[AGENT][NEUTRAL] What's that number, [PII]?
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] What with the inhospital number. What is that?
[CUSTOMER][NEUTRAL] 0 02370340 ML and then 7.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And I just need to verify your phone number, please, uh, before we, we go into the information.
[CUSTOMER][NEUTRAL] OK, my phone number is [PII] and it's my direct line.
[AGENT][POSITIVE] I appreciate that. Thank you. um.
[AGENT][NEUTRAL] [PII], that is the, the policy number. That's gonna be the policy number.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] It's the number that you just gave.
[CUSTOMER][NEUTRAL] Oh, that's 023.
[AGENT][NEUTRAL] Yes, yes, so that, that is, that is what that is, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And uh inpatient or outpatient?
[CUSTOMER][NEUTRAL] So should I use that?
[CUSTOMER][NEUTRAL] Number for DME.
[AGENT][NEUTRAL] Well, it's gonna, it's gonna be exactly the same thing. I, I know it seems strange, but that's gonna be exactly the same thing. So it doesn't matter which one of them you use, uh, you'll use either one of them and it will get you, uh, the same as the results. Um, so you'll, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's, that will get us to the policy and then if you needed to submit a claim or anything like that.
[CUSTOMER][NEUTRAL] OK, thank you. And then what is claims timely filing?
[AGENT][NEGATIVE] Well, because this is a secondary insurance, there is no timely filing.
[AGENT][NEUTRAL] So you can file at any time. We've had people file a year or so after the, the, the event. It's, it's fine. That's not a problem. Um, I do need the, uh, um, manu I'm sorry, I do need the, um, major medical, uh, explanation of benefits for when we, uh, when we pay out a claim, it has to show a deductible co-payment for insurance. But beyond that, um, any time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah, I have
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah, we have Aetna as their their primary so we'll be sending you the EOB and all of the other documents.
[AGENT][NEUTRAL] Great, OK, well, that, that's, that's, you got the number. Um, do you have our address? Is there anything else at all I can tell you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am, I have your address. I have your payer ID. I have it all. Thank you so much. And is there a reference number for our call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]. We're gonna use that and today's date is our record.
[CUSTOMER][POSITIVE] OK, great. Thank you so much.
[AGENT][POSITIVE] Thanks for contacting APO. Have a good day.