AccountId: 011433970860
ContactId: 5fa51d62-980a-4589-8c6f-0f1b27d6c414
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228250 ms
Total Talk Time (AGENT): 109837 ms
Total Talk Time (CUSTOMER): 73225 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/5fa51d62-980a-4589-8c6f-0f1b27d6c414_20250506T13:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from West Kal Baptist Hospital regarding a clean.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status, is that correct?
[CUSTOMER][POSITIVE] Um, yes, that's correct.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number, please, [PII].
[CUSTOMER][NEUTRAL] 023
[CUSTOMER][NEUTRAL] 12849.
[CUSTOMER][NEUTRAL] M like Mary, L like Larry, 8.
[AGENT][NEUTRAL] OK, thank you one moment while I get the member's information pulled up please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] O.
[AGENT][NEUTRAL] And [PII], any information that is provided today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] What is the date of service and total bill amount, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total charge is $11,317 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so we do not have a claim on file for her, [PII], for those dates of service and build them out.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And, and you did say it was [PII]?
[CUSTOMER][NEUTRAL] That is correct. It was submitted [PII].
[AGENT][NEUTRAL] Yes, ma'am. And we do not have that on file.
[CUSTOMER][NEUTRAL] Um, OK, so I went ahead and resend it on [PII] and I faxed it over. I did speak with [PII] who did confirm it wasn't received.
[AGENT][NEUTRAL] It was routine?
[CUSTOMER][NEUTRAL] But then it was res [PII].
[AGENT][NEUTRAL] I'm sorry, you said, oh.
[CUSTOMER][NEUTRAL] No, [PII] confirmed it was, it was not received, so I went ahead and I faxed it over to [PII].
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so that is not the fax number, that is our phone number. Our fax number for claims is [PII]. Attention claims.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] attention claims and make sure to include the primary insurance company's explanation of benefits as well, because we do have to have that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And then do you already have our portal [PII], for once the claim is processed where you should also be able to check claim status?
[CUSTOMER][NEUTRAL] Yes, I do have that information.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK, good. OK.
[CUSTOMER][NEUTRAL] OK. I'm sorry, what is your name?
[AGENT][NEUTRAL] Again, my name is [PII], and you would use my name along with today's date as the call reference number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Enjoy your day.
[AGENT][POSITIVE] Well, yes, yes, ma'am. If that is all I can help you with, [PII], thank you again for calling APL and I hope you have a great day also.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.