AccountId: 011433970860
ContactId: 910abf6c-a64d-4110-b80a-380b476ff004
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309040 ms
Total Talk Time (AGENT): 121871 ms
Total Talk Time (CUSTOMER): 55935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/910abf6c-a64d-4110-b80a-380b476ff004_20250602T16:53_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I need to follow up on two things.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And Miss [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] I have 02258741 ML 8.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And thank you, um, I'm putting too many numbers. Give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Oh, that is [PII] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] [PII] total charge 10,503.
[AGENT][NEUTRAL] And do you have the balance after primary?
[CUSTOMER][NEUTRAL] Uh, 52,740.
[AGENT][NEUTRAL] $527.40.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] This is for Baptist Surgery and endoscopy center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] And while I'm looking at claim information, uh, just to let you know we do have an online service center where providers can set up is uh to verify claim status.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] I show her claim processed on [PII] and the check was mailed for $360 with that payment at Maxer benefit for the calendar year.
[CUSTOMER][NEUTRAL] Can you provide the claim number and the track number?
[AGENT][NEUTRAL] Sure. Claim number, give me a moment, is 3,606,570.
[AGENT][NEUTRAL] Check number is 204-7135.
[CUSTOMER][NEUTRAL] And you said that was processed [PII]?
[AGENT][NEUTRAL] I mean, [PII]. I apologize.
[CUSTOMER][NEUTRAL] Oh, OK, I was gonna say that was before the claim we sent, OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] And I have another one for you, a different patient.
[AGENT][NEUTRAL] Are the same policy number or a different policy number?
[CUSTOMER][NEUTRAL] Different policy number.
[AGENT][NEUTRAL] OK, give me one quick moment please, Ms. [PII].
[AGENT][NEUTRAL] One moment I need to type in the note.
[AGENT][NEUTRAL] OK. And what is that next policy number, please?
[CUSTOMER][NEUTRAL] It's 02518858.
[AGENT][NEUTRAL] And the patient's name and and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, data service amount of the charge.
[CUSTOMER][NEUTRAL] 422 25 total charge 1,844.
[AGENT][NEUTRAL] OK, and the balance after primary?
[CUSTOMER][NEUTRAL] 275.
[AGENT][NEUTRAL] 275. OK, thank you, ma'am. Give me a moment.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] OK, so this claim also processed and paid on, well, this one processed on [PII] and the check was mailed for $275.
[CUSTOMER][NEUTRAL] OK. And the claim and check number, please?
[AGENT][NEUTRAL] Uh, claim number 3606072.
[AGENT][NEUTRAL] The check number is 2046913.
[CUSTOMER][POSITIVE] Perfect thank you so much have a wonderful day.
[AGENT][POSITIVE] Oh, you too, Ms. [PII], and thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.