AccountId: 011433970860
ContactId: 1e2759ea-6624-4d54-9d78-9136ccd73573
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279079 ms
Total Talk Time (AGENT): 105258 ms
Total Talk Time (CUSTOMER): 52790 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/1e2759ea-6624-4d54-9d78-9136ccd73573_20250326T15:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from the business office of Brookwood Baptist Medical Center to check for the status of the claim that was sent back for processed on a recorded line.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] And I'm sorry, Miss [PII], can you repeat the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Brookwood Baptist Medical Center.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02539176
[AGENT][NEUTRAL] What's the name of the patient?
[CUSTOMER][NEUTRAL] [PII] and date of birth [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, can you repeat that policy number one more time? That's not how I pulled.
[CUSTOMER][NEUTRAL] 02539176
[AGENT][NEUTRAL] 253176. OK.
[AGENT][NEUTRAL] OK. All right, here she is. Thank you. And what is the date of service and the amount of the claim with [PII]?
[CUSTOMER][NEUTRAL] [PII], bill the amount, $4,375 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII] and that's just optional. And this was an ER visit. Let me pull the ERB on it, OK? One moment.
[AGENT][NEUTRAL] OK, looks like we processed the claim on [PII] and the claim was denied. The reason for this denial is um
[AGENT][NEUTRAL] One moment
[AGENT][NEUTRAL] OK, so it looks like there was a discrepancy with the provider tax ID number. So a letter has been mailed to the provider with instructions to resolve this discrepancy.
[CUSTOMER][NEUTRAL] The claim was sent back for your process on [PII].
[AGENT][NEUTRAL] [PII]. Let me check and see if I got any other claims around that time. OK, one moment.
[CUSTOMER][NEUTRAL] Did you see that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That this is the most recent one it looks like [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] No, I don't see any other claims after that last one.
[AGENT][NEUTRAL] How was it sent?
[CUSTOMER][NEUTRAL] OK, um, may I know your call?
[CUSTOMER][NEUTRAL] This is via call. Um, may I know your call reference number? I think that would be all.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you. Goodbye.
[AGENT][NEUTRAL] Is there anything else I may help you today?