AccountId: 011433970860
ContactId: 05740998-1b9d-4970-aa46-d1f0b79a1f65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 526250 ms
Total Talk Time (AGENT): 127077 ms
Total Talk Time (CUSTOMER): 90814 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/05740998-1b9d-4970-aa46-d1f0b79a1f65_20250530T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Did you say [PII] with a T like tango?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Awesome [PII], my name is [PII]. I'm calling with North Mississippi Medical Center. I'd like to check the status of a claim for a patient that is one of your members. Can you help me with that?
[AGENT][NEUTRAL] Yes, Ms. [PII], I, I'm sorry, [PII], I can help you with that. Um, what is your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is [PII], that's [PII].
[AGENT][POSITIVE] OK, thank you. Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, and their date of birth is [PII].
[AGENT][POSITIVE] Thank you very much and then what is their policy number please?
[CUSTOMER][NEUTRAL] I have a member number that is 0193.
[CUSTOMER][NEUTRAL] 0316.
[AGENT][NEUTRAL] OK, let me pull up that policy for us.
[AGENT][NEUTRAL] Alright, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, [PII] total amount billed.
[CUSTOMER][NEUTRAL] $244.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $217 and.
[CUSTOMER][NEUTRAL] 40 cents.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright Miss [PII], I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] No worries thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII] for holding for me.
[AGENT][NEUTRAL] I've got the claim information ready for you. Uh, first, let me give you the policy number that the claim is, uh, filed on.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Hang on one second.
[AGENT][NEUTRAL] It is, yes, ma'am.
[AGENT][NEUTRAL] And this is an active policy.
[CUSTOMER][NEUTRAL] OK, what's that policy number?
[AGENT][NEUTRAL] 244-027-0.
[CUSTOMER][POSITIVE] That's an active policy correct.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] The claim number is 357.
[AGENT][NEUTRAL] 342 8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the benefit amount was applied to the $10,000 calendar year deductible.
[CUSTOMER][NEUTRAL] Right, so how much was the benefit amount?
[AGENT][NEUTRAL] $217.
[AGENT][NEUTRAL] And 40 cents. I'm sorry, 2 1740.
[CUSTOMER][NEUTRAL] I didn't say OK.
[CUSTOMER][NEUTRAL] Alright, so they paid 2 the 1740 did not come to us. It went to the uh $1000 deductible for the uh patient, correct?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Awesome and it paid 0 to us.
[CUSTOMER][NEUTRAL] Alright, and is there an EOB available for that?
[AGENT][NEUTRAL] Yes ma'am, I can send it to you by fax if you give me your fax number.
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 377-547-5.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again while I get this fax ready for you and I'll be right back, Miss [PII].
[CUSTOMER][POSITIVE] No worries at all.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me. I've got that EOB on its way to you now.
[CUSTOMER][NEUTRAL] OK, what date did y'all receive this claim?
[AGENT][NEUTRAL] Uh, let me look for you.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much I do appreciate that and I appreciate you faxing that too. Do you have a call reference number for our call here today?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] With [PII]
[CUSTOMER][POSITIVE] Awesome thank you [PII] have a great weekend.
[AGENT][POSITIVE] You too, thank you for calling APL you have a wonderful weekend also. You take care.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.