AccountId: 011433970860
ContactId: 73d7eb92-6e7a-4b5e-8661-8ecc9e5ffec8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449619 ms
Total Talk Time (AGENT): 148662 ms
Total Talk Time (CUSTOMER): 103197 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/73d7eb92-6e7a-4b5e-8661-8ecc9e5ffec8_20250409T12:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII]. I'm calling regarding a claim.
[AGENT][NEUTRAL] OK, did you say that your name is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and I'm calling from West Canal Baptist Hospital.
[AGENT][NEUTRAL] OK, well.
[AGENT][NEUTRAL] OK [PII], and you're needing to check claim status for one member, is that also correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you and the member's policy number please?
[CUSTOMER][NEUTRAL] 01480539
[AGENT][POSITIVE] OK, thank you [PII], give me a couple of moments please to get the member's information all pulled up.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] any information that I do provide will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total for her place?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total charge is $14,376 even.
[AGENT][NEUTRAL] 142 76, is that correct?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, so this claim was received, [PII]. The received date on this claim was was on rather [PII].
[AGENT][NEUTRAL] Uh, well, let me look. No, hold on one second. Give me one moment. I'm so sorry. Uh, just a, just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] No, it's OK. So then [PII], let me go ahead and let you know on [PII] I did call in and they did tell me a check was sent over, um, in the amount of $300 with the date of [PII].
[CUSTOMER][NEGATIVE] This truck has never been rese.
[AGENT][NEUTRAL] OK, I can put in a, OK, so let me pull up the information so you already have the claim number.
[AGENT][NEUTRAL] is that correct?
[CUSTOMER][NEUTRAL] Yeah, if you can check if it's been clear because we don't have, I don't have to record.
[AGENT][NEUTRAL] And the check number that was issued on.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, track number 248. Mhm.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] 4806 and verify the address, please, for the facility.
[CUSTOMER][NEUTRAL] The address of the facility.
[CUSTOMER][POSITIVE] If you have any record of it being cleared, that would be great. So we can go ahead and find that.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yes, I just wanna verify that the address that we sent it to is correct.
[CUSTOMER][NEUTRAL] OK, let me check because we have so many addresses.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] OK, yes ma'am, that is what we show on this check. So what I will do, [PII], is I will send a request to our finance department to verify that it is still outstanding and if so to request it to be voided and reissued.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Perfect.
[AGENT][POSITIVE] Yes, ma'am. I'll be happy to do that for you. So, um, and I'm not.
[CUSTOMER][NEUTRAL] Yeah, you wouldn't be able to check if it's clear.
[AGENT][NEUTRAL] No, I can't. No, ma'am. That'll, I'll have to send a request to our finance department. What I can see, it does still show is outstanding.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][POSITIVE] It does show still outstanding?
[AGENT][POSITIVE] That is correct, what I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so yeah, that would mean it, it wasn't.
[CUSTOMER][POSITIVE] Got it. OK. Thank you, [PII].
[AGENT][NEUTRAL] You're welcome. And then [PII], I don't know if whoever you spoke to before gave you our portal website, but in case you need a copy of the explanation of benefits with that claim number that you have, you should be able to go to our portal which is located at [PII].
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And I will submit this ticket for you now to verify, yes, ma'am. And is there anything else this morning, [PII], that I can help you with?
[CUSTOMER][NEUTRAL] They make a little.
[CUSTOMER][NEUTRAL] Um, not sure, is there a reference number for our call?
[AGENT][NEUTRAL] Yes, ma'am, just use my name along with today's date.
[CUSTOMER][POSITIVE] OK, perfect. Enjoy your day, [PII].
[AGENT][POSITIVE] OK. Well, thank you. I hope you have a wonderful day as well and thank you again for calling APL.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye-bye.