AccountId: 011433970860
ContactId: 673719e7-ddd4-447f-9489-0df3ae6a738a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468660 ms
Total Talk Time (AGENT): 108683 ms
Total Talk Time (CUSTOMER): 96260 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/673719e7-ddd4-447f-9489-0df3ae6a738a_20250508T16:11_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]. I'm calling from Baptist Medical Center. I'm looking for a claim status today.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. Can I help can I get your callback number, sir, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. My callback number is [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 02268400.
[CUSTOMER][NEUTRAL] And the patient's name is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then may I please have the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yes. The date of service is [PII].
[CUSTOMER][NEUTRAL] And the total bill is $4,834.64.
[AGENT][NEUTRAL] Thank you sir and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] 439.
[AGENT][NEUTRAL] 439.
[CUSTOMER][NEUTRAL] Dollar 58 cents.
[AGENT][NEUTRAL] 58. OK.
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a quick hold while I look up this claim for us and I'll be right back, sir.
[CUSTOMER][POSITIVE] OK, thank you. OK, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII]. I've got the claim status ready for you. The claim number is 3582445.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was paid $339.58.
[AGENT][NEUTRAL] With
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check number 203-6137. Part of that payment went towards the deductible.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let me see if what day it was sent to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was sent out on, oh, I'm sorry, it has already cleared the bank. It cleared the bank on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. So, the claim was paid with $339.58.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So what is the patient responsibility you said deductible amount?
[AGENT][NEUTRAL] We don't give patient responsibility we let the providers determine that.
[CUSTOMER][NEUTRAL] OK. So actually, to, we didn't receive an EOB, so it is possible to send through fax. I will send my fax number.
[AGENT][NEUTRAL] Yes, sir. What is your fax?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And attention to my name, [PII].
[AGENT][NEUTRAL] OK [PII], I'm gonna put you on hold again while I get that fax ready and I'll be right back sir.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I do have that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so do you have any call reference number to?
[AGENT][NEUTRAL] Yes, sir. You can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII], for the information. Nice talking to you. Have a great day. Bye for now.
[AGENT][POSITIVE] You have a wonderful day too, [PII]. Thank you for calling APL. Bye-bye, sir.