AccountId: 011433970860
ContactId: faf87f0a-bff6-4961-bcb2-07bc4ae76d09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316890 ms
Total Talk Time (AGENT): 137647 ms
Total Talk Time (CUSTOMER): 100384 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/faf87f0a-bff6-4961-bcb2-07bc4ae76d09_20250221T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Atria Healthcare on a recorded line. Could you please help me with claim status?
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. May I have the spelling of your name?
[CUSTOMER][NEUTRAL] Sure, my name is [PII]. It is [PII], and my last name initial is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII].
[AGENT][NEUTRAL] All right, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So, it is 18229997.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] So, the number's first name is spelled as [PII], and the last name is spelled as [PII]. And the date of birth would be [PII].
[AGENT][NEUTRAL] Thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the amount is 1630 dollars.50 cents.
[AGENT][NEUTRAL] OK, thank you. Alright, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And you said it was [PII] for the date of service, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] We have not received that claim as of today.
[CUSTOMER][NEUTRAL] Oh, you mean there is no claim on file for that date of service?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, may I know the, uh,
[CUSTOMER][NEUTRAL] A ID and mailing address to resubmit the claim.
[AGENT][NEUTRAL] OK, the mailing address is [PII].
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] Um, the payer ID.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, could you please?
[AGENT][NEUTRAL] Uh-huh. Go ahead.
[CUSTOMER][NEUTRAL] Uh, could you please once again the mailing address?
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and I can give you the payer ID for your records, but with this type of policy, this is a secondary policy. Uh, we need the primary EOB attached to it, so it needs to be either fax or mail.
[AGENT][NEUTRAL] Um, now the payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the uh fax numbers to resubmit the claim?
[AGENT][NEUTRAL] OK, that is 1877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Uh, thank you so much. Uh, may I know the time the filing limit?
[AGENT][NEUTRAL] We don't have timely filing limits to send the claim.
[CUSTOMER][NEUTRAL] OK. Thank you so much. Uh, may I know the reference number of this call? And I do have a special question. Uh, is member is acting for the date of service?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Oh, sure. The effective date is [PII]. It terminated [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, may I know the call reference number of this call and your name?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date. My name is sold as [PII]. Last initial is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you so much. Have a good day.
[AGENT][POSITIVE] You're welcome. You as well and thank you for calling ATO. Bye bye, Miss.