AccountId: 011433970860
ContactId: 0fd9ca4c-59fa-486f-bdc5-2f7e25f89b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 517830 ms
Total Talk Time (AGENT): 146156 ms
Total Talk Time (CUSTOMER): 133005 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/0fd9ca4c-59fa-486f-bdc5-2f7e25f89b79_20250620T19:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. My facility name is Baptist Memorial Hospital. May I know the claim status?
[AGENT][NEUTRAL] May I have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] May I have a policy number?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 910108.
[AGENT][NEUTRAL] It's 910108.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for claim status for this member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] $1140 even.
[AGENT][NEUTRAL] And that is for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And for that claim I did pull that information up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 349-0927. It is showing that that claim processed and it denied.
[AGENT][NEUTRAL] That it was applied towards the member's $750 deductible.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for this policy, you can also check.
[CUSTOMER][NEUTRAL] Could you please send the
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead. Go ahead, go ahead. Sorry for the interruption.
[AGENT][NEUTRAL] And for this policy, you can also check claim status via our secured portal where you can download the EOB that is [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Could you please send the copy of UB via fax?
[AGENT][NEUTRAL] May I have the fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] To the attention.
[CUSTOMER][NEUTRAL] [PII] as their last initial [PII].
[AGENT][NEUTRAL] OK, and is there anything else that I can assist you with today, [PII]?
[CUSTOMER][NEUTRAL] What the, uh, how much time take to receive?
[AGENT][NEUTRAL] I can submit that request and it can take up to 24 to 48 hours.
[CUSTOMER][NEUTRAL] OK. Please provide me for this call reference number.
[AGENT][NEUTRAL] The call reference would be my first name [PII], last initial of [PII] and today's date.
[CUSTOMER][NEUTRAL] Please spell out.
[AGENT][NEUTRAL] It is spelled [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much. Could you please check the next member?
[AGENT][NEUTRAL] How many would you like for me to check?
[CUSTOMER][NEUTRAL] Only last one, next one is.
[AGENT][NEUTRAL] You said this is the last one?
[CUSTOMER][NEUTRAL] Next one. Actually, I have 21 is 10, other one is
[AGENT][NEUTRAL] OK, can I just have the policy number please?
[CUSTOMER][NEUTRAL] 023 07669
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And may I have the date of service and total bill?
[CUSTOMER][NEUTRAL] [PII] $30,050 even.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Why
[AGENT][NEUTRAL] And for that claim, it does show that we received it on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 359.
[AGENT][NEUTRAL] 4700. It shows that the claim processed and it made a payment in the amount of $144.68.
[CUSTOMER][NEUTRAL] It was Shaka EFT.
[AGENT][NEUTRAL] Via check.
[CUSTOMER][NEUTRAL] Please provide me that number.
[AGENT][NEUTRAL] The check number is 2041366.
[CUSTOMER][NEUTRAL] It is single check or bulk.
[AGENT][NEUTRAL] It's a single check.
[CUSTOMER][NEUTRAL] And when it was issued?
[AGENT][NEUTRAL] It was issued on 4-28-25, which is the processing date.
[CUSTOMER][NEUTRAL] It, it was cleared or still pending, when it was cleared?
[AGENT][NEUTRAL] [PII] or [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Thank you so much. Could you please send for this also copy of EOB?
[AGENT][POSITIVE] Yes, I can.
[CUSTOMER][NEUTRAL] Same fax number and the same attention.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there another policy that you would like for me to pull up?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, please provide for this, uh, say your name and the date, right? Call reference number.
[AGENT][NEUTRAL] Yes, that will be the call reference, the same one.
[CUSTOMER][NEUTRAL] And by the way.
[CUSTOMER][NEUTRAL] Uh, that of the received the fax EOB is 24 to 48 hours, right?
[AGENT][NEUTRAL] Yes, it can be up to 24 to 48 hours.
[CUSTOMER][POSITIVE] Thank you so much, sir. Have a great day. Happy weekend. Bye for now.
[AGENT][POSITIVE] You're so welcome and thank you for calling American Public Life. You have a great day and we and a great weekend as well. Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Bye.