AccountId: 011433970860
ContactId: fed0b01d-559f-44aa-b029-34d2f6c1ab8a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424920 ms
Total Talk Time (AGENT): 93914 ms
Total Talk Time (CUSTOMER): 83783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/fed0b01d-559f-44aa-b029-34d2f6c1ab8a_20250411T19:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, very good afternoon. This is [PII] from provider's office looking for claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Can you please give me your call number in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yeah. Callback number is [PII].
[AGENT][NEUTRAL] Thank you. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, the patient's name is
[CUSTOMER][NEUTRAL] That name is uh.
[CUSTOMER][NEUTRAL] And the policy number is
[CUSTOMER][NEUTRAL] 2502532
[AGENT][NEUTRAL] OK, and the patient's date of birth?
[CUSTOMER][NEUTRAL] Uh, the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me look up that.
[AGENT][POSITIVE] Policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Yes, the date of service is [PII].
[CUSTOMER][NEUTRAL] Total charge amount is $582 even.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] $177.16.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Inpatient Healthcare Medical Group.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 582.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me now.
[AGENT][NEUTRAL] Since looking at data service of [PII], I do not find a claim on file for the amount you have given.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And uh can you please provide me the mailing address, please?
[AGENT][NEUTRAL] Yes sir, the mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then the zip code is [PII].
[CUSTOMER][NEUTRAL] OK. [PII], [PII] and [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And uh can you provide me the effective date for the member's policy, please?
[AGENT][NEUTRAL] Yes sir, give me just a second.
[AGENT][POSITIVE] And I'll get that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, the effective date is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the policy is still active.
[CUSTOMER][NEUTRAL] Thank you. And you are the secondary insurance, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Thank you. And what's the timely filing to file the claim?
[AGENT][NEGATIVE] We do not have a timely filing limit.
[CUSTOMER][POSITIVE] All right. Great.
[CUSTOMER][NEUTRAL] And can I get a reference number for this call?
[AGENT][NEUTRAL] Yes, sir, you can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII], and have a wonderful day and a happy weekend ahead.
[AGENT][POSITIVE] You have a happy weekend too [PII]. Is that all I can do to help you today?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK well thank you for calling AP yeah.
[CUSTOMER][NEUTRAL] Bye-bye.