AccountId: 011433970860
ContactId: 37d469da-ae0b-4cdb-a191-aa68b55dadd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 340989 ms
Total Talk Time (AGENT): 166329 ms
Total Talk Time (CUSTOMER): 98887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/37d469da-ae0b-4cdb-a191-aa68b55dadd7_20250512T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling from Baptist Hospital to check on online status.
[AGENT][NEUTRAL] OK, and you said your name is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, you're right, Day.
[AGENT][NEUTRAL] Yes, [PII], I can help you with claim status. And what is your callback number?
[CUSTOMER][NEUTRAL] Yes, and my callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check status on today?
[CUSTOMER][NEUTRAL] I have only one time with me.
[AGENT][NEUTRAL] OK, and what is that member's policy number, please?
[CUSTOMER][NEUTRAL] Sure, it is 02467128.
[AGENT][NEUTRAL] Thank you. One moment while I get the member's information pulled up, please.
[CUSTOMER][NEUTRAL] Sure. And by the way, may I know how you spell your name, please?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And any information, [PII], that I do, you're welcome. Any information that I provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] And this one is for the rate of service, so [PII] for the bill amount of $2,796.07.
[AGENT][NEUTRAL] OK, so that was 2396.07. Is that correct?
[CUSTOMER][NEUTRAL] No, it's crazy, it's 2796.07.
[AGENT][NEUTRAL] 2796.07. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's perfect, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so I do show this claim has been received. The received date is going to be, one moment, 10-7-2024.
[AGENT][NEGATIVE] Oh wait, one second. Mm, that's not correct. Hold on just a second. I looked at the wrong number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] This claim was received on [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEGATIVE] Processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3543504.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Again, it was denied, and the reason for the denial states that all or part of the payable benefits applied to the policy deductible of 10 $100. There was $46.48 of this claim applied towards that $100 deductible.
[CUSTOMER][NEUTRAL] Alright take double.
[CUSTOMER][NEUTRAL] And uh really thank you for the information you provided. So I'd like to ask one more question. I like, uh is it possible to, I mean, send me the copy of your BBF fax?
[AGENT][NEUTRAL] Uh, we, you can print it from our portal now that you have that claim number.
[CUSTOMER][NEUTRAL] Alright, may I know the portal I mean information?
[AGENT][NEUTRAL] Yes ma'am, the web, yes sir, rather the, the website that you will go to for our portal is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And again, now that you have the claim.
[CUSTOMER][NEUTRAL] Is it an open portal or do we need to register?
[AGENT][NEUTRAL] You will have to register.
[AGENT][NEUTRAL] But it is a self-registering portal.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] All right, so could you please uh repeat that again for me? You said it's
[AGENT][NEUTRAL] I'm sorry. Say that again, please, [PII].
[CUSTOMER][NEUTRAL] Could you, could you, could you please uh repeat, uh, I mean, uh, static words that you spelled like I have got like [PII]. So I would like to know the, I mean, uh.
[AGENT][NEUTRAL] The first word is secured. The first word is secured, [PII].
[CUSTOMER][NEUTRAL] I think you
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] Alright, thank you for the information I provided [PII], and may I know the call reference number please.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Sure, you would use my name along with today's date.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][POSITIVE] Alright, thank you for the information you provided.
[AGENT][POSITIVE] Absolutely, [PII]. Can I help you with anything else? OK. Well, thank you again then for calling EPO and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] No, I'm good.
[CUSTOMER][POSITIVE] You too have a wonderful day, [PII]. Thank you. Take care bye bye.
[AGENT][POSITIVE] Thank you. Oh, you too. Bye bye.