AccountId: 011433970860
ContactId: 579e6d07-a399-4fbe-94f1-426b75932dbb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265570 ms
Total Talk Time (AGENT): 76840 ms
Total Talk Time (CUSTOMER): 106373 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/579e6d07-a399-4fbe-94f1-426b75932dbb_20250415T13:53_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Baptist Outpatient Services. I need to check status on a claim, please.
[AGENT][POSITIVE] Sure, [PII], I can assist you with that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] I have a callback number for you and that policy number.
[CUSTOMER][NEUTRAL] [PII]. And the patient's policy, excuse me. Patient's policy number is 0221413ML8.
[AGENT][NEUTRAL] OK, just give me that policy number one more time without the little letters in the zeros.
[CUSTOMER][NEUTRAL] OK, 0221.
[CUSTOMER][NEUTRAL] 413.
[AGENT][NEGATIVE] That's not long enough. You're missing a number.
[CUSTOMER][NEUTRAL] 221413. Uh let me check.
[CUSTOMER][NEUTRAL] If you bear with me one second, please, let me see if I hopefully.
[AGENT][POSITIVE] Sure, take your time.
[CUSTOMER][NEUTRAL] Hopefully, I have a copy of the insurance card.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] here it is. 1 2nd.
[CUSTOMER][NEUTRAL] Oh, so you're kidding. Why would they not get a copy of the card? Um, is there any other way of locating the patient?
[AGENT][NEUTRAL] Do you have to remember social.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And I did call, OK, American Public Life, [PII].
[AGENT][NEUTRAL] What is this member's name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] So let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 2214513.
[CUSTOMER][NEUTRAL] 2214513
[AGENT][NEUTRAL] Yes, I think you missing 5.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility or check the status of a claim. I forgot because it's too busy trying to find a policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I, I need to check that.
[CUSTOMER][NEUTRAL] Sorry. I, I'm trying to check status on the claim, please.
[AGENT][NEUTRAL] What is the date of service, [PII]?
[CUSTOMER][NEUTRAL] Data service is 2725.
[AGENT][NEUTRAL] Do you have a procedure code?
[CUSTOMER][NEUTRAL] Um, yeah, let me see what is my procedure code.
[CUSTOMER][NEUTRAL] Um, 76,830 is one of them, and 76856.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] So it looks like we received the claim on [PII]. It was processed [PII]. There was a payment of $100 made on this claim. Let me know when you're ready for the check number.
[CUSTOMER][NEUTRAL] Um, yes, go ahead.
[AGENT][NEUTRAL] 2034313
[AGENT][NEUTRAL] It's 203-431-3.
[CUSTOMER][NEUTRAL] And I paid $100?
[AGENT][NEUTRAL] Yes, that is correct. $50 on each procedure code.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] And do you happen to have a claim number?
[AGENT][NEUTRAL] The claim number is 357-8921.
[CUSTOMER][NEUTRAL] 8921 and it was paid on 321.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Awesome. And I'm sorry, what is your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a wonderful rest of the day.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APL. You have a great one as well.
[CUSTOMER][NEUTRAL] You too bye bye.