AccountId: 011433970860
ContactId: a8743e91-30f7-4d14-87f8-3fc97fe77cfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322029 ms
Total Talk Time (AGENT): 122353 ms
Total Talk Time (CUSTOMER): 65426 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/a8743e91-30f7-4d14-87f8-3fc97fe77cfe_20250305T21:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Baptist Health, and I'm calling to see if you guys received the claim that was submitted.
[AGENT][NEUTRAL] OK [PII], you're wanting to check for claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes ma'am, I can help you with that. And what is a good call back number for you please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01737732ML7
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] OK, and [PII], any information that I do provide for you would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] [PII] $2,205.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so this claim was received. The received date was [PII]. It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3541623.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $500.
[AGENT][NEUTRAL] That was paid on single check 2018517.
[CUSTOMER][NEUTRAL] I'm sorry, can you repeat that track number?
[AGENT][NEUTRAL] Mhm. 2018517.
[AGENT][NEUTRAL] And can you verify the address?
[CUSTOMER][NEUTRAL] We have several PO box. Where did you guys send it?
[AGENT][NEUTRAL] 746,630 Atlanta.
[CUSTOMER][NEUTRAL] 74
[AGENT][NEUTRAL] 663-0.
[CUSTOMER][NEUTRAL] What was the rest of it?
[CUSTOMER][NEUTRAL] 6630.
[AGENT][NEUTRAL] Atlanta. Mhm.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Wow, I don't know where that is. OK, and can you tell me if that check cleared?
[AGENT][POSITIVE] It is still showing as outstanding at this time.
[CUSTOMER][NEUTRAL] OK, so we didn't get it.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And if you need a copy of this explanation of benefits for this claim, you, we do have a portal that you can go to [PII]. The portal website is [PII].
[AGENT][NEUTRAL] And you should be able to print that from there.
[CUSTOMER][NEUTRAL] And if we need this reissued, who would I need to speak with?
[AGENT][NEUTRAL] Uh, you would just call us to request that if you're unable to locate it.
[CUSTOMER][NEUTRAL] Yeah, we don't have it, so if you could put in that request.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so I will submit a ticket to have this verified and approved to void and reissue.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] Well, you are certainly very welcome. Is there anything else that I could help you with this afternoon, [PII]?
[CUSTOMER][NEUTRAL] Um, just a reference number if you guys provide those.
[AGENT][NEUTRAL] You would use, yes, ma'am, you would use my name along with today's date.
[CUSTOMER][POSITIVE] OK, [PII] alright perfect thanks so much.
[AGENT][POSITIVE] Yes, ma'am. Well, you are certainly very welcome and thank you again for calling APL. I hope you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.