AccountId: 011433970860
ContactId: 2965b183-81fc-4141-ac5f-a20acadacfd8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 720780 ms
Total Talk Time (AGENT): 125888 ms
Total Talk Time (CUSTOMER): 164142 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/2965b183-81fc-4141-ac5f-a20acadacfd8_20250509T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, [PII]. This is uh [PII]. I'm calling from Baptist Memorial Hospital. I would like to check a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status, sir. May I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah, before that, actually, we have been called previously and, and uh we have spoken to [PII], it's maybe you. Uh, they said that there is no claim on file, so we already submitted a claim.
[CUSTOMER][NEUTRAL] And the patient's name, it's like uh
[CUSTOMER][NEUTRAL] First name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[AGENT][NEUTRAL] OK. And then what is the um policy number for [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, the policy number it's like um 02.
[CUSTOMER][NEUTRAL] 0301
[CUSTOMER][NEUTRAL] 15.
[AGENT][NEUTRAL] OK, let me look that up real quick. It's gonna be just a minute.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] OK, and then can you please give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, true.
[CUSTOMER][NEUTRAL] The data of service like [PII].
[AGENT][NEUTRAL] And what is the charge amount please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, sure, yeah. It's like $5590.22.
[AGENT][NEUTRAL] Thank you and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah, the primary has been transferred uh like uh $725.62.
[AGENT][NEUTRAL] OK, and what is the balance after the primary paid?
[CUSTOMER][NEUTRAL] Yeah, that's what we have, sir. That's the balance amount.
[AGENT][NEUTRAL] $762.
[CUSTOMER][NEUTRAL] Yeah, $725 662 cents.
[AGENT][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. And then what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yeah, it's a Baptist Memorial Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I look up this claim and I'll be right back, sir.
[CUSTOMER][NEUTRAL] Yeah, yeah, sure. Please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, [PII]. I have the claim information for you.
[CUSTOMER][NEUTRAL] Yeah, just a moment, let me.
[CUSTOMER][NEUTRAL] Yeah. Go on, please.
[AGENT][NEUTRAL] OK, the claim number is 335.
[AGENT][NEUTRAL] 2927.
[AGENT][NEUTRAL] The claim was paid $725.62.
[AGENT][NEUTRAL] With check number 1808677.
[AGENT][NEUTRAL] And the check
[AGENT][NEUTRAL] Cleared the bank.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] So it's paid through check and
[CUSTOMER][NEUTRAL] The claim number.
[CUSTOMER][NEUTRAL] And can I know the, is there a single amount or the bulk amount?
[AGENT][NEUTRAL] It's single
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, and more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it has been totally paid $725.06 right?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And the claim number, it's like uh 3352.
[CUSTOMER][NEUTRAL] 927, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Q
[CUSTOMER][NEUTRAL] And do you have the uh
[CUSTOMER][NEUTRAL] OK. Deposit date.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] OK. And uh do you have the pay to address?
[AGENT][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] 30374.
[CUSTOMER][NEUTRAL] 303.
[CUSTOMER][NEUTRAL] 74. OK.
[CUSTOMER][NEUTRAL] This one
[CUSTOMER][NEUTRAL] And can you find the UOB?
[AGENT][NEUTRAL] Yes, sir. What is your fax number and I'll send that to you.
[CUSTOMER][NEUTRAL] Yeah, it's like, um,
[CUSTOMER][NEUTRAL] It's 833.
[CUSTOMER][NEUTRAL] 826
[CUSTOMER][NEUTRAL] 684 3.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, [PII], while I fax this over to you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I have that fax on its way to you now sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And thank you for that. And can you provide me the policy number?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, today's that.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Have a good day. Bye.
[CUSTOMER][NEUTRAL] Yeah, can I know how many, how much time it takes to come back?
[AGENT][NEUTRAL] It's been sent, so it should be there shortly.
[CUSTOMER][NEUTRAL] OK, thank you. That's all, no more anything.
[AGENT][NEUTRAL] You're welcome, [PII].
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye.
[AGENT][POSITIVE] You have a wonderful weekend. Bye bye.