AccountId: 011433970860
ContactId: 5ac21bd4-ff66-42ed-a475-38d887cee89e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 679440 ms
Total Talk Time (AGENT): 169796 ms
Total Talk Time (CUSTOMER): 236055 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/5ac21bd4-ff66-42ed-a475-38d887cee89e_20250116T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Last name initial is [PII], and I'm actually calling from the business office of [PII] on a recorded line, and I am calling to follow up on a claim status.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with claim status. Can I please get your call back number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, that would be [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. And then, what is the patient's policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I like
[CUSTOMER][NEUTRAL] Sure, and that is 021-97342.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got Raquel pulled up and then what is the data service?
[CUSTOMER][NEUTRAL] D of service is [PII].
[AGENT][NEUTRAL] OK, and the charge amount please?
[CUSTOMER][NEUTRAL] That would be $9,934 even.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, the allowed amount was $2,527.12.
[AGENT][NEUTRAL] OK thank you and you said you're calling from Valley Baptist Hospital in [PII] is that correct?
[CUSTOMER][POSITIVE] That is, that is correct.
[AGENT][NEUTRAL] OK, thank you [PII]. I'm going to put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So I did find the claim. The claim number is 355.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 0234.
[AGENT][NEUTRAL] The claim was paid with check number 2022.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] 343.
[AGENT][NEUTRAL] In the amount of $2,527.12.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] you know
[AGENT][NEUTRAL] And the check
[AGENT][NEUTRAL] Was issued on [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Was that um [PII], correct?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] No, I'm sorry. No, I'm sorry. That was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] I'm so sorry. I got my numbers all transposed.
[CUSTOMER][POSITIVE] Alright, that's thank you, yeah, sure, I.
[CUSTOMER][NEUTRAL] Uh, yeah, it alerted me, but anyway, thank you for correcting that. So I mean I know when was this claim received?
[AGENT][NEUTRAL] Let me look that up for you.
[CUSTOMER][POSITIVE] Oh I'm sorry.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Was it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh, so it was received on [PII] and it was processed on [PII], or was it like uh vice versa?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think they've got it. I think they've got it transposed here received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's
[CUSTOMER][NEUTRAL] OK, that's OK. I might be just using that [PII] as the issue date for the check, or is that the one that you are showing on your end?
[AGENT][NEUTRAL] An issue date?
[AGENT][NEUTRAL] Of the check?
[CUSTOMER][NEUTRAL] Yes, for the check of the check number.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, let me look for you.
[CUSTOMER][NEUTRAL] Is it like a paper check?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] The issue date is [PII].
[CUSTOMER][NEUTRAL] So, uh, it's not
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] [PII] I, I [PII].
[CUSTOMER][NEUTRAL] I see. I was, I was like assuming it was [PII] because uh the month and date might be like transposed or something, but it's [PII], OK.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEGATIVE] It's all together, so it's hard to read it. It looks like.
[AGENT][NEUTRAL] It looks like it's a it's, I'm sorry, there's no spaces in between so it's really hard to read it. I'm sorry about that.
[CUSTOMER][NEUTRAL] OK. So, um, right now, I don't really have like a login from the website. So, um, how can I obtain the copy of the EOP with the issued, um, check? Are you able to provide me one like uh through fax or maybe I can request it? OK.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes, I'll give it to you. um, can I please get your fax number?
[CUSTOMER][NEUTRAL] Sure that would be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and I'm gonna put you on hold. I'm gonna send that fax right to you. I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] that for holding for me that um fax is on its way to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright sir I'm assuming is all also that the check is not yet cashed.
[AGENT][POSITIVE] No, ma'am, it's not cast yet. It's still outstanding.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, so thank you for sending the EOB copy right awa[PII] and I think that's all for me today. Do you have a reference number for the call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, you can use my name, [PII], in today's date.
[CUSTOMER][POSITIVE] All right, thank you [PII] and you have a nice day.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye now