AccountId: 011433970860
ContactId: 3ebca837-426b-4988-9bc1-2737d4bbfdb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334890 ms
Total Talk Time (AGENT): 101105 ms
Total Talk Time (CUSTOMER): 169150 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3ebca837-426b-4988-9bc1-2737d4bbfdb3_20250612T19:15_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Yeah, what's your name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, uh, my name is, uh, [PII]. I'm calling to verify coverage on an individual.
[AGENT][NEUTRAL] OK, and what is the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] OK, let me just say it's uh 01867080 ML7 M as in man.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. My name is [PII].
[AGENT][NEUTRAL] OK. And Mr. [PII] verify that patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] well it's uh [PII], uh, the date of birth is uh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And you're calling from a provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I show his effective date is [PII]. He is active on the policy. And what benefits are you needing for the patient?
[CUSTOMER][NEUTRAL] Well, well, um, it's from, uh, Baptist Health Medical Group North, um, effective, uh, they said [PII]. OK, also I have three accounts here all for the same data service, so I'm just.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I send them in you don't have any bills there for [PII] and [PII]. I wanna make sure that we haven't already sent it to you.
[AGENT][NEUTRAL] And the amount of the charge?
[CUSTOMER][NEUTRAL] Also.
[CUSTOMER][NEUTRAL] Well, one is for $1,512. This is a secondary insurance and 50 cents. Another one is for $130.16 and another one is for 19109.
[AGENT][POSITIVE] 109. OK, thank you all on the same date.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you have the balance after primary has processed the claims?
[CUSTOMER][NEUTRAL] Um, yeah, those are the balances that I told you.
[AGENT][NEUTRAL] No, uh,
[CUSTOMER][NEUTRAL] Oh hang on one second, yeah hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the one for $1,512 350 cents. Another one is for $130.16 and then another one is for 19109.
[CUSTOMER][NEUTRAL] Uh sure.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] I don't show those claims been received. Uh, can you verify the mailing address that was submitted to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We haven't submitted that she called in and gave us the information, but I do need that, so I'll get it from you right now. um, what's the mailing address?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and I'll give you our mail address and our fax number.
[AGENT][NEUTRAL] Or both
[CUSTOMER][NEUTRAL] OK, OK, what's the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I, OK.
[CUSTOMER][NEUTRAL] And um what's your name uh oh I got it right here.
[AGENT][NEUTRAL] Yes sir, it's [PII].
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] OK OK.
[AGENT][NEUTRAL] Hey, Mr. [PII], is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Well, I, is there an insurance, uh, group number or?
[AGENT][NEUTRAL] Uh yes, give me a moment.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Uh, group number 24141.
[CUSTOMER][NEUTRAL] And then what's the uh uh group name?
[AGENT][NEGATIVE] Food for the Poor incorporated.
[CUSTOMER][NEUTRAL] Because we know
[CUSTOMER][NEUTRAL] Well I'm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And is there an uh a plan number or anything?
[AGENT][NEUTRAL] Uh, plan number? No, sir.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Besides the policy number.
[CUSTOMER][NEUTRAL] OK, is there uh insurance plan code.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will, uh, send those 3 claims to you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] All right. And is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] And um
[CUSTOMER][NEUTRAL] Is there a reference number for the call?
[AGENT][NEUTRAL] Uh, if you like, you can use my name at today's date.
[CUSTOMER][NEGATIVE] OK now that you're not gonna get.
[AGENT][POSITIVE] OK, uh, thank you so much for calling APL. You have a great day, Mr. [PII].
[CUSTOMER][POSITIVE] Alright, thank you [PII] yeah bye.
[AGENT][POSITIVE] You're welcome bye.