AccountId: 011433970860
ContactId: 490ba512-1a4c-409f-8f3f-b9e2cb4bba3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171509 ms
Total Talk Time (AGENT): 37628 ms
Total Talk Time (CUSTOMER): 129217 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/490ba512-1a4c-409f-8f3f-b9e2cb4bba3f_20250124T21:03_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good afternoon. This is [PII] from Baptist Hospital in [PII]. I wanted to check on the status of a secondary claim, please, to see if you guys uh received it and if the patient is still eligible with you guys.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, sure. 02255771.
[AGENT][NEUTRAL] OK, and [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Sure, I'm showing um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check on a claim to make sure we received it?
[CUSTOMER][NEUTRAL] Yes, and also to check if just in case um because this is a 2023 claim just to make sure that the patient is still eligible.
[AGENT][NEUTRAL] OK, I can definitely take a look. uh, what's that data service and build amount?
[CUSTOMER][NEUTRAL] With you guys?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $8190. Um, we have here, we show here a.
[CUSTOMER][NEUTRAL] A balance of $200 that was billed to you guys recently? Actually, no, yeah, let me see.
[CUSTOMER][NEUTRAL] Yes, I think um the primary really probably just pay, no wonder. OK, yeah, but I'm not sure if you have it because it looks to me like they just the primary just recently to pay this month. I don't know why it took so long.
[AGENT][NEUTRAL] OK, yeah, I don't show a claim on file at all.
[CUSTOMER][NEUTRAL] OK. Is the member still um valid, please, uh, [PII]?
[AGENT][NEUTRAL] Yeah, it looks like Norma was effective [PII] and currently still active.
[CUSTOMER][NEUTRAL] [PII] still active? OK, so what I'm gonna do is to allow more time because I did see after speaking with you that the primary is the one that uh maybe it was an appeal or something but they just posted the payment so I just saw that. OK, perfect. So we'll just wait some more time and then um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] We'll see what happens there. Thank you so much.
[AGENT][NEUTRAL] OK. Yes, ma'am. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] Have a great weekend.
[CUSTOMER][POSITIVE] No, ma'am. That's it for now. Thank you, [PII]. Take care.
[AGENT][POSITIVE] OK, well thank you for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Bye-bye.