AccountId: 011433970860
ContactId: 2b81e3cc-a334-4d1e-8d72-decc61dec50d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220539 ms
Total Talk Time (AGENT): 66049 ms
Total Talk Time (CUSTOMER): 103892 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/2b81e3cc-a334-4d1e-8d72-decc61dec50d_20250204T21:26_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, this is [PII] from Baptist Hospital in [PII]. I was trying to check on the status of a claim, please.
[AGENT][NEUTRAL] OK, I can help you with the claim, [PII]. uh, what is your callback number just in case the call gets disconnected?
[CUSTOMER][NEUTRAL] Sure. Sure. [PII].
[AGENT][NEUTRAL] Thank you. And then what's the patient's name?
[CUSTOMER][NEUTRAL] Um, now [PII] and the um ID number I'm seeing is 02518814.
[AGENT][NEUTRAL] OK, and what is [PII] date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, let me go ahead and pull in the policy for us real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] The date of service?
[CUSTOMER][NEUTRAL] Um, is, um, [PII] of last year.
[CUSTOMER][NEUTRAL] Uh, the claim, the claim bill amount NHP for United was $6,562 and we sent in a claim to you guys for $75 balance.
[AGENT][NEUTRAL] OK and you said you were with Baptist Hospital of Miami, is that correct?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK thank you Ms. [PII]. I am going to put you on a brief hold so I can pull this claim in for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi Ms. [PII], this is [PII] back with you. So looking for data service of [PII], I do not find a claim on file for that date of service.
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] OK. Um, can you tell me if the if the member is still covered with you, please, [PII]?
[AGENT][NEUTRAL] Yes, I can, uh, yes, the member is still active and the effective date is [PII].
[CUSTOMER][POSITIVE] 8124. OK. Um, OK, perfect. And um
[CUSTOMER][NEUTRAL] Um, I think what's your address again? Let me look at it over here.
[CUSTOMER][NEUTRAL] One second, uh, is it, uh, well, American [PII], come on, [PII] [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Let me go ahead and fix it here. Um, thank you so much. Um, have a great day.
[AGENT][POSITIVE] You too, [PII]. You have a blessed one. Thanks for calling APL. You're welcome.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You too. You too. Thank you. Thank you. Bye-bye. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.