AccountId: 011433970860
ContactId: 2f64293d-21d4-4c97-a9c0-327f71cf517c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 274720 ms
Total Talk Time (AGENT): 57917 ms
Total Talk Time (CUSTOMER): 167086 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/2f64293d-21d4-4c97-a9c0-327f71cf517c_20250228T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Uh, this is [PII] from Baptist Hospital. Um, can I get, uh, I need to get to speak to someone regarding a claim, please.
[AGENT][POSITIVE] OK, I'm happy to check claim status today. What's the policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sure, sure. Um,
[CUSTOMER][NEUTRAL] It is, uh, one second, let me just get out of this thing.
[CUSTOMER][NEUTRAL] Um, OK, so sorry, uh, what was I calling?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] One second, so sorry, it's my system just froze up on me here. One second, [PII], come on, come on, come on.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEGATIVE] OK, why is it freezing up? [PII].
[CUSTOMER][NEUTRAL] I'm so sorry. One second, please.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Oh, no, don't do this to me today.
[CUSTOMER][NEUTRAL] Here it goes. I'm so sorry, here it is 02337124.
[AGENT][NEUTRAL] OK, let me pull that up here. One moment.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[CUSTOMER][NEUTRAL] for Jardo. Uh date of birth, um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what is the date of service?
[CUSTOMER][NEUTRAL] Yes, and the date of service is, uh, go back over here. What's her name that this one here. OK. So, um,
[CUSTOMER][NEUTRAL] [PII], 1 2nd, [PII].
[CUSTOMER][NEUTRAL] One second. Here it is. Oh gosh. It's for data service. I'm so sorry. It's um
[CUSTOMER][NEUTRAL] [PII]. No, that's not it. I'm so sorry. One second, please.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Oh, come on. What's going on? Oh, here it is. [PII]. So sorry. Um, the amount of the claim um is $796 please.
[AGENT][NEUTRAL] OK, let's take a look.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] What's going on today with the system?
[CUSTOMER][NEUTRAL] Getting beer at 5.
[CUSTOMER][NEUTRAL] And there is also no, that's still pending.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Still pending from primary.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEGATIVE] We received the claim [PII]. Um, it looks like the claim was denied. It looks like the member's policy does not provide any benefits for chemo or radiation therapy.
[CUSTOMER][NEUTRAL] Yes, I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. Yeah, I remember those, um, some of those uh policies previously. OK, no problem. So, um, there's some other claims I was wondering if, is there a claim number, please?
[AGENT][NEUTRAL] Absolutely. Claim number is 356.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 11769.
[CUSTOMER][NEUTRAL] OK, perfect. So the policy does not cover for um
[CUSTOMER][POSITIVE] For chemo. OK. I see. No problem. Yeah, we have some others coming, coming back to you guys shortly, but they're just spending from the primary still, so I guess those will come in later to you guys after the primary paid. I was just checking to see some more claim. OK, great. Uh thank you so much. Have a great weekend. Thank you for your time.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You too. Take care.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Take