AccountId: 011433970860
ContactId: 910a67de-ab62-485a-a04e-90605a6b7eb0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299480 ms
Total Talk Time (AGENT): 127056 ms
Total Talk Time (CUSTOMER): 82123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/910a67de-ab62-485a-a04e-90605a6b7eb0_20250418T13:10_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] Hi, [PII]. Um, this is [PII] from Baptist Outpatient Services. How are you?
[AGENT][POSITIVE] I'm doing well, [PII]. How are you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Good, good, thank you.
[AGENT][NEUTRAL] And how may I assist you today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I need to check status on the claim please.
[AGENT][NEUTRAL] OK, I'll help you with the claim status. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Absolutely, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 238864-5.
[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 bills?
[CUSTOMER][NEUTRAL] Absolutely, [PII] and the amount of $5,994.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office? It will be Baptist as well.
[CUSTOMER][NEUTRAL] Um, yes, Baptist Outpatient Services.
[AGENT][NEUTRAL] OK, so I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 9215.
[AGENT][NEUTRAL] And on [PII], we paid out on the claim to the provider $200.
[AGENT][NEUTRAL] For code 74,170.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] And then the other.
[CUSTOMER][NEUTRAL] And you said on [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] And if I can just get a check number, that would be great.
[AGENT][NEUTRAL] Sure. So the check number is 203.
[AGENT][NEUTRAL] 0061.
[CUSTOMER][POSITIVE] Awesome, thank you, and it was um sent in 227.
[AGENT][NEUTRAL] Let me double check here hold on one moment.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Mm sure.
[AGENT][NEUTRAL] Did you want me to check and see if there's a status on the check?
[CUSTOMER][MIXED] If you can, that would be great if it's not too much trouble.
[AGENT][NEUTRAL] Oh no, you're not at all. Um, so the check was issued, yes, on [PII]. We mailed it to [PII]. Is that the correct address?
[CUSTOMER][NEGATIVE] Um, no, it should have gone to the PO box.
[AGENT][NEUTRAL] OK, and I'm still showing that.
[CUSTOMER][NEUTRAL] That's why we haven't received it because we don't usually, yeah.
[AGENT][POSITIVE] And I do still see that it's outstanding. Hold on one moment, let me.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] I'm just waiting for the documents to populate. Hold on one second.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, it's coming up now.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So we're gonna need, um, if you can, we'll need to receive a corrected claim on the claim form, um, box 33.
[AGENT][NEUTRAL] Where the billing information is, that's the address that it has listed. It has Baptist Outpatient Services [PII]. So we just need the correct billing address for the billing side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] OK. Is, I see. OK, I'll um request that we submit a corrected claim with the lockbox and um we'll submit it. Thank you so much and I really appreciate you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, ma'am. That will be it. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a great weekend.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.