AccountId: 011433970860
ContactId: 42eab82b-4e35-4a44-b780-533ac46f7f4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320489 ms
Total Talk Time (AGENT): 152421 ms
Total Talk Time (CUSTOMER): 98265 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/42eab82b-4e35-4a44-b780-533ac46f7f4f_20250127T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, how's it going? I'm calling from the provider's office, um, of Baptist just to check on the status of a claim.
[AGENT][NEUTRAL] OK, you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. And the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] Yeah, policy number is going to be 018.
[CUSTOMER][NEUTRAL] 22
[CUSTOMER][NEUTRAL] 565 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] I'm sorry, if any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name, please, and their date of birth?
[CUSTOMER][NEUTRAL] [PII], so [PII]
[CUSTOMER][NEUTRAL] And then last name [PII]
[CUSTOMER][NEUTRAL] And then I have date of birth is [PII].
[AGENT][NEUTRAL] OK, now I have the first name spelled different.
[CUSTOMER][NEUTRAL] You have the first name spelled different.
[AGENT][NEUTRAL] I have it
[AGENT][NEUTRAL] Mhm. On the ID card, it shows it ends in an [PII] You said an [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][POSITIVE] OK, fine, thank you.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Or [PII] I don't know how it's pronounced.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] For $4930?
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you did say [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we do not have a claim on file for him for data service 25-2024.
[CUSTOMER][NEUTRAL] OK, so you guys didn't receive the client right.
[AGENT][NEUTRAL] Correct. And because this is a supplemental policy, Cyrus to his primary healthcare insurance, we will also have to have a copy of his primary insurance company's explanation of benefits.
[AGENT][NEUTRAL] As well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once we've processed.
[CUSTOMER][NEUTRAL] Yeah, so we did send that over just trying to clarify maybe if it was sent to the incorrect address just bear with me momentarily.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, absolutely.
[CUSTOMER][NEUTRAL] So I have it as [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, sir. That, well, the [PII] was our address years ago. It's, but [PII] is definitely never been the correct state.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was [PII].
[CUSTOMER][NEUTRAL] OK, what state is it? Oh, my apologies. That's just my, yeah, that's, that was my, uh, my apologies, my interpretation was incorrect, [PII] MS.
[AGENT][NEUTRAL] It was Mrs.
[AGENT][NEUTRAL] Oh, that's OK. OK, so yes, that was our [PII] at one point in time, but it is not any longer. So let me give you the updated, mhm.
[CUSTOMER][NEUTRAL] Got it. That seems to be the issue.
[CUSTOMER][NEUTRAL] Yeah, please [PII] when you're ready.
[AGENT][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] That is in [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] And what's the zip code?
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][POSITIVE] Alright thank you so much I'm gonna go ahead and make sure we get this resubmitted [PII] have a good one.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] Sure, and then one last thing, once we have processed our claim, uh, the claim virus, we do have a portal that you should be able to check claim status and also print the explanation of benefits for APL and that portal website to register on a secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sounds good thank you [PII] you have a good one.
[AGENT][POSITIVE] OK, well, you are very welcome, you too, and thank you again for calling APL. Have a great afternoon.
[CUSTOMER][NEUTRAL] But