AccountId: 011433970860
ContactId: 3b3454e1-d8de-4693-97e3-93a614130109
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327079 ms
Total Talk Time (AGENT): 97216 ms
Total Talk Time (CUSTOMER): 85926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/3b3454e1-d8de-4693-97e3-93a614130109_20250129T18:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII]. I'm calling from Baptist Medical Center for bill status, please.
[AGENT][NEUTRAL] OK, for claim status, is that correct, Ms. [PII]?
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, I can, I can help you with claim status. Can I please get your call back number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] 01943615 M for Mary, L as in Lima number 7.
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] [PII] sorry, yeah, [PII] and the bill amount is 10,705.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK. It's 2:50.
[AGENT][NEUTRAL] 250. OK, I'm gonna put you on a brief hold while I look this claim up for you, Miss [PII] is, I'll be right back.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the policy, the claim pulled up for you. It is, the claim number is 34883666.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because the services were rendered after the policy terminated and I checked to see if she has another active policy but she does not have any policies active with us on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so when did the when did the policy turn?
[AGENT][NEUTRAL] It turned on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, and the policy did not reinstate after that, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] All right. Uh well, I guess that answers the question. So the patients I mean the patient is responsible for whatever is left from the primary anyway.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh, we don't
[CUSTOMER][NEUTRAL] OK. Can I have the reference? What's that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes you can. I was gonna say we don't, we don't give patient responsibility.
[CUSTOMER][NEUTRAL] Yeah, but, uh, there's a patient responsibility from the primary which is 250 in which you denied because policy is not active so technically this is a patient responsibility from the primary.
[AGENT][NEUTRAL] But uh,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then,
[CUSTOMER][NEUTRAL] Alright, can I have the reference number please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name.
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] It's [PII] and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and you were about to say something, sorry to cut you off.
[AGENT][NEUTRAL] No ma'am, I was just gonna tell you that I.
[AGENT][POSITIVE] Hope you have a wonderful day and I, we appreciate you calling APL.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a good one.
[AGENT][POSITIVE] All right. Thank you, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Right.