AccountId: 011433970860
ContactId: 484c6936-2984-42dc-89b8-a9992081b0ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216449 ms
Total Talk Time (AGENT): 102485 ms
Total Talk Time (CUSTOMER): 67232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/484c6936-2984-42dc-89b8-a9992081b0ae_20250211T19:49_UTC.wav
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[CUSTOMER][NEUTRAL] The result of us trying to play.
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, [PII]. My name is [PII]. I'm calling from Missouri Baptist Medical Center, and I was trying to check the status of a medical claim you submitted for a patient.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[CUSTOMER][NEUTRAL] And I have policy number 01663331.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] And we, sure, $5,0063.40.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And um can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Sure, Missouri Baptist Medical Center.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] Alright, so I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] And that claim number is 354.
[AGENT][NEUTRAL] 1649.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was also processed on [PII].
[AGENT][NEUTRAL] And we pay to the provider a total of $300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any payment details?
[AGENT][NEUTRAL] Hold on one moment. So it was, it was sent with a single check. I'm waiting for the check information to populate now. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][NEUTRAL] So it's in the amount of $300. Um, that check number is 201.
[AGENT][NEUTRAL] 847 8.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And do you know when that was issued?
[AGENT][NEUTRAL] It was issued on [PII], but I'm still showing that it's outstanding. Um, so if you'd like, I can send over a request to have the check checked on, and um if it is in fact clear, we can provide a copy of the clear check. If not, we can reissue the check if needed.
[CUSTOMER][NEUTRAL] OK, yes, ma'am.
[AGENT][NEUTRAL] OK. Well, I'll go ahead and do that for you now. We usually say um to give it the 7 to 10 business days um for you to receive or to hear an update.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sounds good. And [PII], do you guys do reference numbers for your call?
[AGENT][NEUTRAL] So there's no reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much, [PII]. Have a good day.
[AGENT][POSITIVE] You also, [PII] and thanks for calling APL.
[CUSTOMER][POSITIVE] Mhm. Thanks. Bye.
[AGENT][NEUTRAL] Bye bye.