AccountId: 011433970860
ContactId: fc4f0faf-8849-44f4-9eae-cd31e281d657
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277940 ms
Total Talk Time (AGENT): 96768 ms
Total Talk Time (CUSTOMER): 115773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/fc4f0faf-8849-44f4-9eae-cd31e281d657_20250121T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Synergy Well-being, and we have a client that um you guys have paid claims on and I was hoping to get a little bit more information. Some of our claims are not showing they went through.
[CUSTOMER][NEUTRAL] So I just wanted to see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, let's take a look. Do we have a
[CUSTOMER][NEUTRAL] It's actually uh
[CUSTOMER][NEUTRAL] Sorry, go ahead.
[AGENT][NEUTRAL] Oh, no, that's fine. I was gonna say, do we have like a policy or claim number?
[CUSTOMER][POSITIVE] Yeah, let's see. I can get that policy number for you.
[CUSTOMER][NEUTRAL] It is 02389029.
[AGENT][NEUTRAL] All right, thank you for that. And if I can get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then what is the data surface?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I do apologize because there's several dates of service, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see. The first one is gonna be, yeah, 3824.
[AGENT][NEUTRAL] OK. 38 of 24.
[AGENT][NEUTRAL] All right, so for [PII], I don't see anything on file data service 38 of 24.
[CUSTOMER][NEUTRAL] OK, and if we send that in now, is it too late?
[AGENT][NEUTRAL] No, there's no timely filing so you can definitely still send it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Do you mind if I ask you these other dates?
[AGENT][NEUTRAL] No, absolutely not. We can check whatever you need to.
[CUSTOMER][NEUTRAL] OK, I'm so sorry. OK. 3.
[AGENT][POSITIVE] No, it's totally fine.
[CUSTOMER][NEUTRAL] 3 1524.
[AGENT][NEUTRAL] And they're all for [PII], is that correct? Same, same patient? OK.
[CUSTOMER][NEUTRAL] Yes. Mhm.
[AGENT][NEUTRAL] Right, yeah. Nothing for 3:15 or 24.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I think these are all gonna be the same 322, 24.
[CUSTOMER][NEUTRAL] I don't know I some.
[AGENT][NEGATIVE] Nothing for
[AGENT][NEUTRAL] Yeah, nothing for 3:22.
[CUSTOMER][NEGATIVE] OK, so we got paid. I don't under I don't understand at all.
[AGENT][NEUTRAL] Well, so.
[CUSTOMER][NEUTRAL] Um, 329.
[AGENT][NEUTRAL] We're the secondary insurance, so we would only be billed if there was something as primary didn't cover.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right, and that's the case, his primary didn't cover.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All of these, I think I'm just gonna send them all in. Do you have one on 5 1024?
[AGENT][NEUTRAL] Let me see, 5:10.
[AGENT][NEUTRAL] Hmm. I have a 59 of 24.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. I'm just gonna send all of these and um
[CUSTOMER][NEUTRAL] Cause I think
[CUSTOMER][NEUTRAL] Um, that, that kind of makes sense. So, um, if I print the claim off, I mail it to you guys, is that correct?
[AGENT][NEUTRAL] Um, you can do.
[CUSTOMER][NEUTRAL] Or is there a different way you prefer?
[AGENT][NEUTRAL] You can do fax, you can do mail, or we have an electronic payer ID, whatever is easiest.
[CUSTOMER][NEUTRAL] OK. What's your fax number?
[AGENT][NEUTRAL] Fax is gonna be [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] OK. All right. I will get these faxed over. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK.