AccountId: 011433970860
ContactId: 7f4b9fac-21bb-4cc1-a55d-958e370ec143
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 996150 ms
Total Talk Time (AGENT): 208969 ms
Total Talk Time (CUSTOMER): 254471 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7f4b9fac-21bb-4cc1-a55d-958e370ec143_20250527T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, this is [PII] with APL. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Hi, I'd like to, I'm calling from um
[CUSTOMER][NEUTRAL] Baptist Hospital.
[CUSTOMER][NEUTRAL] I wanted to speak to someone regarding a claim please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can look up claim status for you. May I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] from Baptist Hospital of Miami, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, the, the, the policy number is 1,458,880.
[CUSTOMER][NEUTRAL] The name is [PII] Was. Date of birth [PII].
[AGENT][NEUTRAL] Oh, OK, let me look up that policy number real quick for us.
[AGENT][NEUTRAL] OK and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] [PII], 5100.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $1,377
[AGENT][NEUTRAL] OK, Ms [PII], I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 9089.
[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 information for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome. The claim number is 354.
[AGENT][NEUTRAL] 9089.
[AGENT][NEUTRAL] The claim was paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] $1,377.
[AGENT][NEUTRAL] With check number 202.
[AGENT][NEUTRAL] 9122.
[AGENT][NEUTRAL] It was paid on [PII].
[AGENT][NEUTRAL] And the check is still outstanding?
[AGENT][NEUTRAL] It went to PO box.
[CUSTOMER][POSITIVE] Yes, because we, yeah, go ahead, I'm so sorry. Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's OK. It went to [PII].
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEGATIVE] But we never got it.
[AGENT][NEUTRAL] OK, um, I.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] I can request that it be um voided and a new one reissued for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I think that's what we're gonna have to do. Let me just check. I'm sorry, who am I talking to again? I'm so sorry. It's crazy today.
[AGENT][NEUTRAL] My name is [PII]. That's OK.
[CUSTOMER][NEUTRAL] [PII], [PII], just.
[AGENT][NEUTRAL] It always is when you have a holiday.
[CUSTOMER][POSITIVE] Yeah, exactly, right? Oh my [PII]. OK, one second. Let me just, um, I just wanna make sure that they didn't post it because I never have a problem with you guys. Never, never, never. I never have a problem with checks or anything from you guys. You guys are one of my best payers.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, let me see where, and that address is, is great. So, um, let, let me make sure, let me make sure. Before, yeah, something is definitely I never have a problem with you guys. So I don't know, and that is the correct address. So honestly, I'm looking, one second, [PII], just to make sure, no, nothing, there's nothing there. Let me just make sure.
[AGENT][POSITIVE] Oh thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me go to this one and look to see they didn't post the money somewhere else. And it could be ours. No, it's not there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That is weird because you guys are good, no? It's not there either. Yeah. So, unfortunately, I'm sorry to bother you, hold on a second before I say anything more. One second.
[CUSTOMER][NEUTRAL] Let me make sure over here, what's over here. And you paid, you paid what, wait a minute, where am I? 1,377.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, because are you sure? Because somebody was telling me that you guys only paid $13.77.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] No, ma'am. The check amount is 1,377.
[CUSTOMER][NEUTRAL] When I spoke earlier to somebody else and then I saw a note.
[CUSTOMER][NEUTRAL] OK. And then something else came in the mail to us, just FYI for you, just to make sure. Um, this, we got a, a, a, a mail from you guys stating that you guys are waiting for information from the patient's employer.
[AGENT][NEUTRAL] Right. That happens sometimes and when it does.
[CUSTOMER][NEUTRAL] Did you see anything like that?
[AGENT][NEUTRAL] When that happens, um.
[AGENT][NEUTRAL] We wait on eligibility from the patient's employer and once we receive the eligibility we automatically reprocess the claim and this was processed on um the issue date was [PII] and I am looking at the amount of $1,377.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Let me ask you a question. Uh, is that a bulk check or a single check, the payment that you sent to us?
[AGENT][NEUTRAL] It's single.
[CUSTOMER][NEUTRAL] OK. Yeah, so I don't know what happened or we never got it. So can we request a new check?
[AGENT][NEUTRAL] It's single.
[AGENT][NEUTRAL] Yes ma'am, um, I'm gonna put you on a quick hold while I get that request sent in and then then I'll be right back with you, Ms [PII].
[CUSTOMER][POSITIVE] Perfect, perfect. Thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome and thank you for holding for me and having patience. It'll be just a moment.
[CUSTOMER][NEUTRAL] OK, thanks. Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] When the crap
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me, Ms. [PII]. I'm sorry that took a moment, but I've got that claim that request in to void the check and reissue.
[CUSTOMER][NEUTRAL] They're gonna um reissue a new check, um, Tory?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Yes, because I was checking um and I didn't see anything and I never had that issue with you guys. So I don't know what happened here. But um definitely, yeah, we, we're just gonna have to get it redone because, um, you know, I'm sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] But I appreciate.
[AGENT][POSITIVE] That's all right. We'll get it taken care of for you.
[CUSTOMER][POSITIVE] I appreciate you guys.
[CUSTOMER][NEUTRAL] Yeah, so is there um is there a new anything new like a new claim number or anything that I, I just put in my notes or anything just the same old?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's just gonna be the same. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be the same for you and um it it'll just reissue a new check and that'll be mailed out to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Once it's reissued.
[CUSTOMER][NEUTRAL] OK. Do you have any about any idea about how much um time that's gonna be? Like how long?
[AGENT][NEUTRAL] It can
[AGENT][NEUTRAL] Um, it could take 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, great. Thank you so much. I appreciate your patience and your time today, [PII]. Have a great day.
[AGENT][POSITIVE] You're very welcome. You have a blessed day and thank you for calling APL. You take care, Ms. [PII].
[CUSTOMER][POSITIVE] Yes, you too. You too. Thank you so much. Bless, blessed day to you too. Bye-bye. Bye-bye.
[AGENT][NEUTRAL] Bye bye.