AccountId: 011433970860
ContactId: 7927a89b-f13e-4fbe-93a0-74ca95425437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202979 ms
Total Talk Time (AGENT): 81759 ms
Total Talk Time (CUSTOMER): 56644 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/7927a89b-f13e-4fbe-93a0-74ca95425437_20250325T12:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] from Baptist Outpatient Services. How are you?
[AGENT][POSITIVE] I'm doing well. How are you, [PII]?
[CUSTOMER][NEUTRAL] Good, thank you. And uh, I need to check status on a claim, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] [PII] and patients policy number is 1419053ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim and the total bill?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII] in the amount of $7320.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the, the name of the providers Baptist as well?
[CUSTOMER][NEUTRAL] Yes, Baptist Outpatient Services.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so it looks like we received the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 357.
[AGENT][NEUTRAL] 564 7.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim a total of $60.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For code 93306.
[AGENT][NEUTRAL] And let me see what happened to the other one. Hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, 75571 was denied um because benefits are payable only if major medical insurance provides benefits. If this claim is later paid by the major medical insurance, please send the explanation of benefits and we can reprocess it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, got you. Perfect. Um, let me see here, also 75571. OK, thank you so much. And do you have a check number, [PII]?
[AGENT][NEUTRAL] Yes, hold on one moment.
[AGENT][NEUTRAL] The check number is 203.
[AGENT][NEUTRAL] 2813.
[CUSTOMER][POSITIVE] Perfect. Thank you so much and you have a great day.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that would be it. Thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. You're welcome. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] You too. You too. Bye-bye.