AccountId: 011433970860
ContactId: 93aa67cd-a377-4faf-8128-5c6c831f993e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253039 ms
Total Talk Time (AGENT): 104542 ms
Total Talk Time (CUSTOMER): 89590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/93aa67cd-a377-4faf-8128-5c6c831f993e_20250113T13:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] You said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling in regards to a claim.
[AGENT][NEUTRAL] OK, so a claim status?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's 0202200 M as in Michael, L as in Lima 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that is a direct line.
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient is [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK. Uh, [PII], give me the policy number again. I have 0202200. Was, was there one other digit?
[CUSTOMER][NEUTRAL] Um, let me look and see.
[CUSTOMER][NEUTRAL] 0202200 M as in Michael L as in Lima, the number 8.
[AGENT][NEUTRAL] Are you looking at the card?
[CUSTOMER][NEUTRAL] Let me see if there's a card over. No, let me see if I see the card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number coverage individual OK is um.
[CUSTOMER][NEUTRAL] 020222
[CUSTOMER][NEUTRAL] 00 M as in Michael L as in Lima, the number 8.
[AGENT][NEUTRAL] OK, so 3 2's instead of 2. Got it.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Might not have went through if they didn't do it. That was for outpatient.
[AGENT][NEUTRAL] And [PII], date of birth, you said is [PII]?
[CUSTOMER][NEUTRAL] Um, her birthday [PII]. That is correct.
[AGENT][NEUTRAL] OK, thanks for that [PII], and we're looking for a claim status we can help you with that information. What's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Data data service is [PII] for $139.
[AGENT][NEUTRAL] You know benefit was payable because the maximum outpatient benefit is exhausted. I do show that we received the claim.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And we processed it on [PII]. The explanation of benefits uh was mailed to the address on your claim.
[AGENT][NEUTRAL] Um, and you can download the ELB from our website.
[AGENT][NEUTRAL] Since it's already been mailed, and I can give you that address if you would like. Is this Baptist Medical?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, um, I'll give you the claim number first.
[AGENT][NEUTRAL] It's 350.
[AGENT][NEUTRAL] 2747.
[AGENT][POSITIVE] And the online service center address is secured.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You say it again secured.
[AGENT][NEUTRAL] With the D on the end. A [PII].
[AGENT][NEUTRAL] Peter you.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you have a call reference number?
[AGENT][NEUTRAL] You'll use my name in today's date is your reference. T as in Tom, O N Y A. First initial last name is [PII]. Any other questions I can assist with today, [PII]?
[CUSTOMER][POSITIVE] Um, that's it. Thank you so much for your help today. Stay safe and enjoy the rest of your week.
[AGENT][POSITIVE] Oh, you're welcome.
[AGENT][POSITIVE] You're welcome thanks for calling APL have a good day.