AccountId: 011433970860
ContactId: 40b960a2-db82-4ee3-8080-a20d88ead9db
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 246360 ms
Total Talk Time (AGENT): 92304 ms
Total Talk Time (CUSTOMER): 82215 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/40b960a2-db82-4ee3-8080-a20d88ead9db_20250321T17:11_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] you
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was calling from Baptist Medical Center. I was trying to check the status of the plane.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Do you have a callback number?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 015466
[CUSTOMER][NEUTRAL] 68 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] And a patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You said date of birth?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the build out for that?
[CUSTOMER][NEUTRAL] $2,232.15.
[AGENT][NEUTRAL] And I'm sorry, what, uh, provider was that did you?
[AGENT][NEUTRAL] You say Baptist
[CUSTOMER][NEUTRAL] Um, that, yup, or it could show on the Wolfson Children's Hospital as well.
[AGENT][NEUTRAL] OK, that's what I've got let's see.
[AGENT][NEUTRAL] Uh, looks like we paid $250 on that. Let me get that payment date.
[AGENT][NEUTRAL] Yeah, so it looks like we're seeing
[CUSTOMER][NEUTRAL] Would you happen to have a claim number?
[AGENT][NEUTRAL] Yeah, I do. It's uh 346-592-7.
[AGENT][NEUTRAL] And we paid that on 6-7-2024.
[CUSTOMER][NEUTRAL] OK, um, we didn't receive that payment. Is there a way that you'll be able to send over a copy of the like EOB or anything in regards to that payment so we can try to trace it?
[AGENT][NEUTRAL] Yeah, so, um, we do have you, you can access the EOB on our [PII]. Have you all set up, set yourself up on the portal yet?
[CUSTOMER][NEUTRAL] Um, no, ma'am, you said it's what, what, what's the website?
[AGENT][POSITIVE] Um, it's secured.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] And you can go on there and set it up.
[CUSTOMER][NEUTRAL] Are you saying
[AGENT][NEUTRAL] Yeah yeah
[AGENT][NEUTRAL] That's [PII] [PII].
[CUSTOMER][NEUTRAL] Oh that's.
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[AGENT][NEUTRAL] Yeah, you just need your tax ID and then you'll need the customer's uh or the patient's patient account number from the UBO4 if this is a facility claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the patient account number and the tax ID and that was [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, but
[AGENT][NEUTRAL] Be sure to put that secured. [PII].
[CUSTOMER][NEUTRAL] OK. Is it secured with the D on the end or just secure?
[AGENT][NEUTRAL] Shared with a D on the end.
[CUSTOMER][NEUTRAL] OK. I just want to double check and make sure. Thank you for that. Um, would you happen to have a car reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] A call reference number will be my first name, [PII], last initial [PII].
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] Today's [PII]. OK, got it. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Hm