AccountId: 011433970860
ContactId: 2e841106-0569-41cc-bae4-d4bd1635f358
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425070 ms
Total Talk Time (AGENT): 90188 ms
Total Talk Time (CUSTOMER): 62640 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/2e841106-0569-41cc-bae4-d4bd1635f358_20250129T16:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling SCL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of uh Baptist Health regarding claim status. Can you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] [PII], what is your callback number? You're welcome. What is your callback number, sir? Just in case our call is disconnected.
[CUSTOMER][POSITIVE] Thank you so much for that information.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And what is the patient's name?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] OK. And what's the patient's date of birth?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you. And then the patient's policy number please, sir.
[CUSTOMER][NEUTRAL] 02350172.
[AGENT][NEUTRAL] OK, let me get that up.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII], uh, the bill amount is $4,933.99.
[AGENT][NEUTRAL] Thank you. And then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $322.60.
[AGENT][NEUTRAL] OK. And you said you're calling from Baptist Health, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on a brief hold while I look that claim up for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you. I have the claim for you. The claim number is 354-845-2.
[AGENT][NEUTRAL] The claim was denied because the outpatient benefit for this calendar year has been met.
[CUSTOMER][NEUTRAL] Outpatient uh services.
[AGENT][NEUTRAL] The outpatient benefit.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] For this calendar year has been met.
[CUSTOMER][NEUTRAL] OK. Can I get the received date and denied date?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] We received the claim on [PII] and we processed the claim on [PII].
[CUSTOMER][NEUTRAL] OK, can I get the UP regarding this one? I'll forward the fax number.
[AGENT][NEUTRAL] Yes, what is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I send that EOB to you. I'll be right back, sir.
[CUSTOMER][NEUTRAL] Sure. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I have that EOB on its way to you now.
[CUSTOMER][POSITIVE] Thank you so much for that uh call reference number, please.
[AGENT][NEUTRAL] Yes, you can use my name it's [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] You too [PII] thank you you have a good day also thanks for calling APL.