AccountId: 011433970860
ContactId: 4c9f0f82-7de5-436f-9d07-abf24e460708
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406600 ms
Total Talk Time (AGENT): 101168 ms
Total Talk Time (CUSTOMER): 98902 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/4c9f0f82-7de5-436f-9d07-abf24e460708_20250421T16:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from Baptist Memorial Hospital. I'm looking for a client status. How are you doing today?
[AGENT][POSITIVE] I'm doing good, [PII], how are you?
[CUSTOMER][POSITIVE] Pretty well, thanks for asking me.
[AGENT][NEUTRAL] OK, and you need a claim status. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, I do. It is 00982524.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what was the date of service and build them out?
[CUSTOMER][NEGATIVE] I do have two claims for the same number. The first date of service is [PII], and the total bill amount is $1,576 even.
[AGENT][NEUTRAL] OK, you said uh [PII], is that right?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] I'm sorry, what was the bill amount?
[CUSTOMER][NEUTRAL] $1,576.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like we received that on 227-25.
[AGENT][NEUTRAL] We made a payment uh on [PII] payment of $18.54.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I know is that uh paid via check or EFT?
[AGENT][NEUTRAL] Paper check.
[CUSTOMER][NEUTRAL] Check, please?
[AGENT][NEUTRAL] Check number is.
[AGENT][NEUTRAL] 2030465
[CUSTOMER][NEUTRAL] Um, is it for single payment or bulk payments?
[AGENT][NEUTRAL] Single
[CUSTOMER][NEUTRAL] Thank you for this information. May I know the pay should and cash date with the paid charges?
[AGENT][NEUTRAL] OK hold on one moment.
[AGENT][NEUTRAL] Uh, it was issued [PII] or cash [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you so much for all this information. Can I get the claim number, please?
[AGENT][NEUTRAL] The claim number is 357-0240.
[CUSTOMER][NEUTRAL] Can you get a copy of your ID please?
[AGENT][NEUTRAL] You need it faxed?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, your facts.
[CUSTOMER][NEUTRAL] It's 833826-6843.
[AGENT][NEUTRAL] OK, I'll get that faxed over.
[CUSTOMER][POSITIVE] Thank you so much for that. Can I go Netsuite service for the same number?
[AGENT][NEUTRAL] Uh, yes, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was the date of service?
[CUSTOMER][NEUTRAL] The service is [PII] and the total bill amount is $863 even.
[AGENT][NEUTRAL] Uh, it looks like that uh was received [PII], uh, processed [PII]. We made a payment of 6471. That was a single check, check number 2020494.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] OK. Can I get the check number?
[AGENT][NEUTRAL] 2020494
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Insurance cash.
[AGENT][NEUTRAL] Issue [PII], cash [PII]. Same address [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. May I know the, sorry, can I get a copy of your for this one also?
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. That's. Can I get the reference number for conversation, please?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a lovely day.
[AGENT][POSITIVE] OK, thanks for calling APL you as well.