AccountId: 011433970860
ContactId: 729031b7-b025-486f-9fb1-22bb72aa00a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210770 ms
Total Talk Time (AGENT): 93524 ms
Total Talk Time (CUSTOMER): 76561 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/729031b7-b025-486f-9fb1-22bb72aa00a0_20250509T18:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from Baptist Memorial Hospital. I'm looking for a claim status today.
[AGENT][NEUTRAL] Sure, I can assist you with claim status, and you said you're calling from Memorial Hospital?
[CUSTOMER][NEUTRAL] Baptist Memorial Hospital.
[AGENT][NEUTRAL] [PII]. OK. Thank you. And may I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 960812.
[AGENT][NEUTRAL] I'm sorry, that was 980 or 960, the first three digits.
[CUSTOMER][NEUTRAL] 960
[CUSTOMER][NEUTRAL] 812.
[AGENT][NEUTRAL] OK. Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim, Miss?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total bill is $1,535 even.
[AGENT][NEUTRAL] OK, so that's [PII], correct?
[CUSTOMER][POSITIVE] Yes, perfect.
[AGENT][NEUTRAL] OK, let me see if I can find this claim and for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let me pull this information, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so it looks like we received a claim on [PII] and processed [PII].
[AGENT][NEUTRAL] And the claim was denied, then our reason is indicating that the service was rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So, as I can see here, we have sent a letter to the patient, 3 letters we have sent to patient to update this information so that uh may I know the patient has updated the policy information or not?
[AGENT][NEUTRAL] No, the policy is still uh terminated. It was terminated back in [PII].
[CUSTOMER][NEUTRAL] OK. So the patient does not contact you about this policy information, right?
[AGENT][NEUTRAL] Uh, uh, I, the only thing I can tell you is that the policy was terminated and still terminated.
[CUSTOMER][NEUTRAL] OK. Thank you. So, can you spell your name for the documentation purpose, please?
[AGENT][NEUTRAL] Sure. My name is [PII]'s [PII]. That's an issue is [PII].
[CUSTOMER][NEUTRAL] OK, OK, so for the information, do you have any call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Um, OK. Thank you, sir, for the information. Nice talking to you. Have a great day. Bye.
[AGENT][POSITIVE] You as well, and thank you for calling APR. Have a good day. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Bye-bye.