AccountId: 011433970860
ContactId: 3fa17fdd-c525-4f17-be61-931ebc31c02f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424910 ms
Total Talk Time (AGENT): 107378 ms
Total Talk Time (CUSTOMER): 94075 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3fa17fdd-c525-4f17-be61-931ebc31c02f_20250213T15:47_UTC.wav
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[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Baptist Memorial Hospital to check on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with the claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yes, sure. It's [PII]. It's my direct line. There is no extension.
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And her policy number?
[CUSTOMER][NEUTRAL] Our policy number is
[CUSTOMER][NEUTRAL] 02277246.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] And also, may I know your name, please?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, and then what is the date of service for Ms. [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] It's $387 even.
[AGENT][NEUTRAL] OK, Ms. [PII], I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Miss [PII]. I looked for the claim for data service of [PII] for Ms. [PII], and I do not find a claim on file.
[CUSTOMER][NEUTRAL] Oh, OK, but
[CUSTOMER][NEUTRAL] I do have an EOB here.
[CUSTOMER][NEUTRAL] Can you check with the claim number?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] It's 327-052-3.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, so the date of service is different.
[AGENT][NEUTRAL] Then the data service that you gave me.
[AGENT][NEUTRAL] This data service is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me see what it says. OK.
[CUSTOMER][NEUTRAL] Yes. I gave [PII].
[AGENT][NEUTRAL] Oh, I thought you said [PII]. OK.
[CUSTOMER][NEUTRAL] No. No, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the claim was denied because the uh the.
[AGENT][NEUTRAL] Patient was not eligible for benefits.
[AGENT][NEUTRAL] During that, that week.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Because, let me look, the policy lapsed on [PII].
[AGENT][NEUTRAL] So the policy was not active.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII].
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] OK. And also, um, may I know the effective date?
[AGENT][NEUTRAL] The effective date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And it is termed on [PII], right?
[AGENT][NEUTRAL] Of
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for assisting me today, [PII]. Have a wonderful day. Stay safe.
[AGENT][POSITIVE] You too. Thank you very much for calling APL. You have a great day also.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.