AccountId: 011433970860
ContactId: fb6e7fed-d9ba-4164-8ee5-0aea35fa8303
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207520 ms
Total Talk Time (AGENT): 96164 ms
Total Talk Time (CUSTOMER): 88710 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/fb6e7fed-d9ba-4164-8ee5-0aea35fa8303_20250623T18:45_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, myself is [PII]. I'm calling from provider's office. I'm checking a claim status for the patient.
[AGENT][NEUTRAL] I can help with the claim status, [PII]. What's the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it is 1,557,830.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Member name is [PII] and their date of birth is on [PII].
[AGENT][POSITIVE] Thank you. And what is there a callback number please so I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII], no extension.
[AGENT][NEUTRAL] Thank you. And what date of service are we looking for for uh [PII]?
[CUSTOMER][NEUTRAL] Uh, it is on [PII].
[AGENT][NEUTRAL] [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, correct. For $410 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] $410. OK, excuse me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], um, her policy was active from [PII] until [PII].
[AGENT][NEUTRAL] So in [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Her policy was lapsed, so it was active from [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I don't, I don't have your claim anyway. um, it's not showing up on our system.
[CUSTOMER][NEUTRAL] Uh oh.
[CUSTOMER][NEUTRAL] OK. So member does not have any other active insurance with you, right?
[AGENT][POSITIVE] Right. That's correct.
[CUSTOMER][NEUTRAL] OK. OK, sure. Thank you very much. And uh just for um uh verification, can I check the
[CUSTOMER][NEUTRAL] Mailing address with you?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] Uh uh
[AGENT][NEUTRAL] Our zip code.
[CUSTOMER][NEUTRAL] [PII] OK mhm.
[AGENT][NEUTRAL] Yes, our zip code is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Now is there any other dates and service?
[CUSTOMER][NEUTRAL] OK, also is there any.
[AGENT][NEUTRAL] Yes, sir. Uh-huh.
[CUSTOMER][NEUTRAL] OK, please can you, sorry.
[AGENT][NEUTRAL] Uh, yes, I'm just wondering if there's anything else I can help with.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yeah, I like to have the payer ID and the time filing limit also just for my notification.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, um, our payer ID is 60801.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And there is no timely filing. So you, if you want to file this, and, and we can send you back something saying that she's not active, we can certainly do that. There's no timely filing you can file it any time.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][POSITIVE] OK, sure. Thank you very much for your help today. And can we have a reference number for the call?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII]
[AGENT][NEUTRAL] is in kite and we're gonna use that in today's date as our reference.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you very much for your time today.
[AGENT][POSITIVE] Thank you. Thanks for contacting AT