AccountId: 011433970860
ContactId: 8fbcb2b3-7910-4af8-a737-e933013bc130
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 492359 ms
Total Talk Time (AGENT): 192722 ms
Total Talk Time (CUSTOMER): 141737 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8fbcb2b3-7910-4af8-a737-e933013bc130_20250325T12:13_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was calling from Baptist Medical Center. I was needing some help with their claim.
[AGENT][NEUTRAL] OK. Your name is [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and you said that you're needing help with the claim. Did you receive the ELB yet or you're checking the initial claim status?
[CUSTOMER][NEUTRAL] Yes, I got the EOB. Um, one of the previous reps sent it over to us. I was just trying to double check to see if the payment had actually cleared with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, can you give me the policy number and the claim number?
[CUSTOMER][NEUTRAL] Uh, policy is 015.
[CUSTOMER][NEUTRAL] 466.
[CUSTOMER][NEUTRAL] 68 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And you said the claim number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 346-592-7
[AGENT][NEUTRAL] OK, and what's a good call back [PII] number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Alright, thank you for verifying that information.
[AGENT][NEUTRAL] Let's take a look at claim 33 claim number 346-5927.
[AGENT][NEUTRAL] Oh, this process back in 2024?
[CUSTOMER][NEUTRAL] Um, yes, ma'am.
[AGENT][NEUTRAL] OK, so we could take a look at the check, see if it's cleared.
[CUSTOMER][NEUTRAL] So we're trying to see if we can kind of trace it because we never um actually received that payment.
[AGENT][NEUTRAL] Mhm. What's the name of the hospital?
[CUSTOMER][NEUTRAL] Baptist Medical Center.
[CUSTOMER][NEUTRAL] Or make sure the Wilson's Children's Hospital.
[AGENT][NEUTRAL] OK, that's what we show and verify the billing address.
[CUSTOMER][NEUTRAL] 4
[AGENT][NEUTRAL] For the hospital, for, for the hospital.
[CUSTOMER][NEUTRAL] Or for us or?
[CUSTOMER][NEUTRAL] Oh OK, [PII].
[AGENT][NEUTRAL] Is that the billing address on the claim?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] OK, let me pull up the UBO4 because we sent it to a PO box.
[CUSTOMER][NEUTRAL] Uh oh.
[AGENT][NEUTRAL] OK, gonna look at box 2 on that UVL4 form. Give me one second.
[CUSTOMER][NEUTRAL] Oh, the [PII].
[AGENT][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm and what's the zip code in [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, so that's the billing address on the claim, so that was mailed to the correct place. Give me one second, let me take a look at something.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I believe we may have because the check had not been cashed, um, after a certain amount of time has elapsed we'll send out like an unclaimed property letter, um, and it's just basically asking if you received the check, um, and or if the check has been lost I mean lost or something to that degree and you would check the appropriate box.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, sign and date that form and send it back to us because it looks like we voided the check because you know it was kind of out it's been outstanding for a while and then at that point we'll we'll send that unclaimed property letter out and it went to the address that we mailed the check to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't know who would receive that letter.
[CUSTOMER][NEUTRAL] OK, sent out letter and what's it called again?
[AGENT][NEUTRAL] Unclaimed property, so the check, mhm.
[CUSTOMER][NEUTRAL] You said I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Is there a way that um
[AGENT][NEUTRAL] And that was, and that was done, I believe, uh, around the [PII]. So just recently actually.
[CUSTOMER][NEUTRAL] Oh this, oh, OK, so you probably haven't gotten it yet then, the um.
[AGENT][NEUTRAL] Yeah, today is the [PII], perhaps.
[AGENT][NEUTRAL] So you may wanna check um.
[CUSTOMER][NEUTRAL] And you sent it to the PO box?
[AGENT][NEUTRAL] It was mailed to the PO box.
[AGENT][NEUTRAL] And let me see, so you may want to check with whatever area handles your.
[CUSTOMER][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] Uh, well, information such as this, I would think it would be the billing department maybe.
[CUSTOMER][NEUTRAL] OK, yes ma'am. OK, um, is there a way that the letter would be able to be sent via fax or does it have to be mailed?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I was trying to see if I can see a copy of it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I'm sure it can be resent to you. Let me see.
[AGENT][NEUTRAL] What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Now who will that go directly to you?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, you can send it to my name, [PII].
[AGENT][NEUTRAL] What department is it?
[CUSTOMER][NEUTRAL] This is the um billing department.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you also just verify if anybody was, has been in receipt of that letter?
[CUSTOMER][NEUTRAL] Um, I would have to get with my supervisor and then she would have to get with management to kinda double check and see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then meanwhile um I'll verify with the department and see if they can if they are able to fax it over um to that number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] To your attention.
[CUSTOMER][NEUTRAL] OK, OK, that's what I was calling.
[AGENT][NEUTRAL] And then um it.
[CUSTOMER][NEUTRAL] OK, yes ma'am, that's what I was trying to, that was [PII].
[AGENT][NEUTRAL] Mhm and once that happens once it's received, if you can call us to let us know that it has been received, that way we can document that it's that you've received the letter.
[CUSTOMER][POSITIVE] Yes ma'am, OK, thank you for that. That's why I want to double check and see, um, and I can still call back at the same number, right?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, got it, thank you for that. um, would you happen to have a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII]. And did you have any other questions?
[CUSTOMER][POSITIVE] No, ma'am, that was it, but I do appreciate your help.
[AGENT][POSITIVE] Oh, you're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Uh, bye-bye.