AccountId: 011433970860
ContactId: 583d95ee-191e-4ec8-99ff-090b242545ba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 549619 ms
Total Talk Time (AGENT): 106293 ms
Total Talk Time (CUSTOMER): 116702 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/583d95ee-191e-4ec8-99ff-090b242545ba_20250319T15:39_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. I need to check on two claims, please.
[AGENT][POSITIVE] I'd be happy to assist with claims. May I have your first name please?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] And [PII] if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 0225333. No, I'm giving you too many threes again, 02253357.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], and date of birth [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] total charge 3,671.
[AGENT][NEUTRAL] And your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that. I'm showing a payment was made in the amount of $200.
[AGENT][NEUTRAL] It looks like that payment was made on.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] For $200 for Baptist surgery and endoscopy.
[CUSTOMER][NEUTRAL] OK, and what is the claim number and check?
[AGENT][NEUTRAL] Claim number is 354-9125.
[AGENT][NEUTRAL] Check number is 2021837.
[CUSTOMER][NEUTRAL] OK, let me know when you're ready for the next one and it's a different tax ID.
[AGENT][NEUTRAL] Is it the same patient?
[CUSTOMER][NEUTRAL] Different patient as well.
[AGENT][NEUTRAL] Oh, it's a different patient. Let me not take this one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, for, for that one you said it was paid on [PII], do you, do you show that the check has been cashed because we don't have that here yet.
[AGENT][POSITIVE] No, it's still outstanding.
[CUSTOMER][NEUTRAL] Can you verify that I go to [PII]?
[AGENT][NEUTRAL] Yeah, [PII], yep, that's the address.
[CUSTOMER][NEUTRAL] Would we be able to do a stop payment and then reissue that?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Or should we wait longer? I don't know. OK.
[AGENT][NEGATIVE] No, it's been more than 30 days.
[AGENT][NEUTRAL] All right, one moment please.
[AGENT][NEUTRAL] OK, I've submitted that request for the stop paying reissue if you allow it to 30 days for that.
[CUSTOMER][NEUTRAL] OK, is there a reference number?
[AGENT][NEUTRAL] Just my name [PII] last initial [PII], and the date and time of the call.
[AGENT][NEUTRAL] And what is the next, uh, policy number?
[CUSTOMER][NEUTRAL] The next one is 0182616 ML 7.
[AGENT][NEUTRAL] I'm sorry, repeat that for me.
[CUSTOMER][NEUTRAL] 0, excuse me, 0182616 ML 87.
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] Consent. Date of birth [PII].
[AGENT][NEUTRAL] OK, that must not be the correct policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me try looking for a social or a copy of the card hold on.
[CUSTOMER][NEUTRAL] It's loading, bear with me.
[CUSTOMER][NEUTRAL] OK, have a copy of the card, [PII] ML7.
[CUSTOMER][NEGATIVE] It's missing that in the system.
[AGENT][NEUTRAL] OK. Now it's coming up.
[AGENT][NEUTRAL] Alright, what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Data service 71824 total charge 3,496.
[AGENT][NEGATIVE] Looks like we received this claim 3 times. The first one we paid the $500 and the 2nd and 3rd time we denied it as a duplicate.
[CUSTOMER][NEUTRAL] Yeah, I only have the two tickets. Um, so the $500 when was that paid?
[AGENT][NEUTRAL] That was paid on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh we don't have this one either.
[CUSTOMER][NEUTRAL] Um, let me say something real quick.
[AGENT][NEUTRAL] And that check cleared on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you give me the claim number and the track number?
[AGENT][NEUTRAL] Claim number is 3491247. Check number is 1867503.
[CUSTOMER][POSITIVE] Thank you so much. You have a wonderful day.
[AGENT][POSITIVE] Mm thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] No.