AccountId: 011433970860
ContactId: 9c1ad22c-4033-4e62-a826-9c0b659816cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 224610 ms
Total Talk Time (AGENT): 112909 ms
Total Talk Time (CUSTOMER): 94511 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9c1ad22c-4033-4e62-a826-9c0b659816cf_20250425T21:07_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Oh hi so good afternoon how are you?
[AGENT][NEUTRAL] Mhm, OK.
[CUSTOMER][NEUTRAL] Good, good. Hi. Hi, [PII]. This is [PII] from Baptist Hospital of Miami.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] Hey, yes, and how may I assist you?
[CUSTOMER][NEUTRAL] I wanted to check on the status of the claim. How are you?
[AGENT][POSITIVE] OK. I'm good, I'm good. How about you?
[CUSTOMER][NEUTRAL] 291
[AGENT][POSITIVE] Yes, yes, yes, yes.
[CUSTOMER][POSITIVE] Good, thank you. Thank God it's Friday.
[AGENT][NEUTRAL] And um may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] That's the patient's policy number.
[CUSTOMER][NEUTRAL] 1064784.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. Uh, date of birth [PII].
[AGENT][NEUTRAL] All right. And what is the date of service?
[CUSTOMER][NEUTRAL] Um, [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the amount of $6,758. We have a balance that was scheduled to go to that sent out to you guys for the amount of 2,215.44. Wondering if that patient is still covered with you guys or?
[AGENT][NEUTRAL] OK, let's see, let me check and see if I have a new policy because this one is an old policy. Bear with me just a minute, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Um, 00, it's still not is still not good. Let me check on this one if we.
[AGENT][NEUTRAL] it's gonna be on this one.
[AGENT][NEUTRAL] OK, it is here. Now, it looks like the claim was denied because the service was rendered after coverage was terminated. Um.
[AGENT][NEUTRAL] The, the policy uh got terminated. Let's see, back in [PII]. I can give you the claim number if you need it.
[CUSTOMER][NEUTRAL] Yes, please. May May May [PII] of [PII]. OK, do you know if they have, so can you check to make sure that they don't have another um.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I just checked, but yeah, the one you gave me was uh old uh from [PII] and then I found this one which is uh 2019, and then after this one, there's no other ones.
[CUSTOMER][NEUTRAL] OK, so definitely that this, this, um.
[CUSTOMER][NEUTRAL] This policy is terminated from [PII] and no other policy.
[AGENT][NEGATIVE] Incorrect.
[AGENT][NEUTRAL] Yes, and this is where uh it was processed, which is the one that terminate on [PII] is the one that processed the claim. Um, do you need the claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] All right. The claim number is 3576378.
[CUSTOMER][POSITIVE] OK, so thank you so much. Have a great weekend. Thank you again.
[AGENT][POSITIVE] USO Italian and thank you for calling ATL. Have a good weekend and good afternoon.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Bye.
[AGENT][POSITIVE] You're welcome. Bye bye.