AccountId: 011433970860
ContactId: 3ee3a732-04e6-414f-848a-0ef08354487d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215199 ms
Total Talk Time (AGENT): 72180 ms
Total Talk Time (CUSTOMER): 66424 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/3ee3a732-04e6-414f-848a-0ef08354487d_20250206T21:17_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, this is [PII]. I need to check status on the claim, please.
[AGENT][NEUTRAL] Hey Ms. [PII], I can help you with claim status. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII]. His date of birth is [PII].
[AGENT][NEUTRAL] OK, and then what is his policy number?
[CUSTOMER][NEUTRAL] Um, patient's policy number is 02458749.
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Date of service is, uh, let me see.
[CUSTOMER][NEUTRAL] [PII] in the amount of $9,0029.
[AGENT][NEUTRAL] OK, let me pull policy in real quick for us.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then what is his charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, $4300.31.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Baptist Outpatient Services.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim for you and I'll be right back. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Thank you. You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] 10182024.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking uh for Mr. [PII] for data service of of [PII]. I do not find a claim on file.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, not on file. OK, I'll fax the claim on the EOB.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much, [PII], and you have a wonderful afternoon.
[AGENT][POSITIVE] OK, thank you so much, Miss [PII]. You're
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You too thank you you have a blessed one thanks for calling APL you're welcome bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.