AccountId: 011433970860
ContactId: 4de50c4b-8884-4f55-8b88-fe45383483a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453959 ms
Total Talk Time (AGENT): 111810 ms
Total Talk Time (CUSTOMER): 109924 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4de50c4b-8884-4f55-8b88-fe45383483a9_20250603T16:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL this is [PII] how may I help you?
[CUSTOMER][NEUTRAL] Mhm. Hello. Um, this is [PII] and I am calling from the business office for CHI Saint Lux Baylor College of Medicine Medical Center.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what was the name of the medical center again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] CHI Saint Luke's Baylor College of Medicine Medical Center.
[AGENT][NEUTRAL] OK, thank you, ma'am. And Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Callback number [PII] direct line.
[AGENT][POSITIVE] Thank you and how can I help you today?
[CUSTOMER][NEUTRAL] General claim status?
[AGENT][NEUTRAL] OK, I can get the claim status for you. May I please get the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Um, member ID number 01612907.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the member's name and date of birth?
[CUSTOMER][NEUTRAL] So, uh, patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up space for us real quick.
[AGENT][NEUTRAL] All right, and then may I have the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service [PII]. The amount is $13,153 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK. Let me check.
[CUSTOMER][NEUTRAL] 70551 and 72141.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. So looking on data service of [PII], I do not find a claim on file for this member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for checking, it was mailed on [PII].
[AGENT][NEUTRAL] OK, let me see the latest. No, ma'am, I don't have a claim on file for your facility.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the way to resubmit?
[AGENT][POSITIVE] Yes ma'am, please resubmit.
[CUSTOMER][NEUTRAL] Can you please provide the mailing address and the payer ID number?
[AGENT][NEUTRAL] Yes, the payer ID number is 60801.
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] Um, per checking, it was mailed to um incorrect address to [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yeah, that's not correct.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, if you, um, and if you wanna um submit it electronically we do not have a timely filing limit on our claims, so either way would be fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So we need to submit claim with primary UOB?
[CUSTOMER][NEUTRAL] At [PII] 73124-8950.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're correct.
[CUSTOMER][NEUTRAL] OK, I have your name and the call reference number?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], in today's date.
[CUSTOMER][NEUTRAL] Last name initial.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK. That's all I need. Bye for now. Thank you, [PII].
[AGENT][POSITIVE] You're welcome, Ms. [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.