AccountId: 011433970860
ContactId: aae6ffe3-9b6a-4026-b368-91cf9ee6b30a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 757729 ms
Total Talk Time (AGENT): 216208 ms
Total Talk Time (CUSTOMER): 107640 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/aae6ffe3-9b6a-4026-b368-91cf9ee6b30a_20250331T19:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, uh, my name is [PII]. I was calling from Baptist Medical Center. Um, I was giving a call just to try to do a follow up.
[AGENT][NEUTRAL] OK, did you say that your name is [PII]?
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] Oh, OK. I'm so sorry, [PII]. OK, and you're calling to follow up, is it on a claim?
[CUSTOMER][POSITIVE] No, no problem.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Yeah, OK, yes, ma'am. I can help you with that, [PII]. And what is a good callback number for you please?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] Um, that is 015.
[CUSTOMER][NEUTRAL] 466.
[CUSTOMER][NEUTRAL] 68 M as in Mary.
[CUSTOMER][NEUTRAL] L as in Larry 8.
[AGENT][NEUTRAL] OK, [PII], thank you very much. Give me one moment please while I get the member's information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome, and any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount please [PII]?
[CUSTOMER][NEUTRAL] Date of uh service is [PII]. Total charges is $2,232.15.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you did say $2,232.15. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I see that this claim was received on [PII], and it was processed on [PII].
[AGENT][NEUTRAL] The claim number is 3465927.
[AGENT][NEUTRAL] And I showed that there was a.
[AGENT][NEUTRAL] That's it. Hmm, OK. So there was a benefit issued in the amount of $250. Um, give me just a moment to look at just a couple of things.
[CUSTOMER][NEUTRAL] OK, yes ma'am, and that was also in regards to um why I was giving a follow up call, um, the last rep stated that once they checked, they saw that the, the check was not cleared for the amount, so they, they were gonna send us a unclaimed property letter in the in the mail. I was just trying to see if we could have that faxed over to us so we can get it sooner.
[AGENT][NEUTRAL] Uh-huh
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so just one moment.
[AGENT][NEUTRAL] Let me read through some notes here.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me see if I can pull this letter up.
[AGENT][NEUTRAL] [PII], just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Do you mind letting me place you on a brief hold?
[CUSTOMER][POSITIVE] No problem thank you.
[AGENT][POSITIVE] But I can look at something perfect. Thank you very much.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Where did she even get that?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] [PII], I'm still looking at this, so thank you for holding for me, OK?
[CUSTOMER][POSITIVE] No problem, thank you.
[AGENT][POSITIVE] Uh, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], thank you so much for holding for me. OK, so, um, I do, I did find where a request have been sent on [PII] to have that resent to you, but you've not received that. Is that correct?
[CUSTOMER][NEUTRAL] Um, yes ma'am. I was just trying to see if maybe there was a way that you guys can fax it over to us.
[AGENT][NEUTRAL] Well, I can see that that, yes, ma'am, I can see that the, the request that was sent um by the representative that you spoke to on the [PII], they did request that it be faxed to [PII]. Is that correct?
[CUSTOMER][NEUTRAL] We can go ahead and receive it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, yes, ma'am.
[AGENT][NEUTRAL] OK, so what I can do if he's not received it, I will be happy to send that request again, um, because let's see the 20.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The 2
[AGENT][POSITIVE] Yes, yes, ma'am. I'll be happy just to forward that same request again since you've not received it.
[CUSTOMER][NEUTRAL] OK, yes, ma'am. And you can use that same fax number.
[AGENT][NEUTRAL] But I don't have that same fax number and to your attention.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, and again, you said your phone number just to verify that too is [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] OK. All right. Well, I'll be happy to send that for you, [PII]. And I, I apologize that, that you haven't received it yet. But yes, ma'am. I'll, I'll send that for you.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][POSITIVE] Alright, thank you so much. I just wanna go ahead and get it so we can kind of um fill it out and send it back in that's that's all.
[AGENT][NEUTRAL] Well,
[AGENT][POSITIVE] OK, well, I'll be happy to do that. So is there anything else that I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, that was it, but I absolutely appreciate your help though.
[AGENT][NEUTRAL] Oh that's just, well, you're very welcome. So if that is all then that I could help you, let me look at, I'm sorry, I keep asking you to let me look at something, but do you mind letting me look at one more thing?
[CUSTOMER][POSITIVE] No problem.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so yes ma'am, I will, I will forward.
[AGENT][NEUTRAL] That request for you again.
[CUSTOMER][POSITIVE] All right. No problem. Thank you so much.
[AGENT][NEUTRAL] OK, [PII]. Well, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was it.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] You're welcome. Thank you.
[AGENT][NEUTRAL] Bye-bye.