AccountId: 011433970860
ContactId: acfcf6d1-57b2-4194-8372-a1dc147fb731
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223740 ms
Total Talk Time (AGENT): 63726 ms
Total Talk Time (CUSTOMER): 97320 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/acfcf6d1-57b2-4194-8372-a1dc147fb731_20250214T18:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling UPL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, with the claims, please. I need to check status on the claim.
[AGENT][NEUTRAL] OK, I can help you. What's your name?
[CUSTOMER][NEUTRAL] My name is [PII] and who am I speaking with?
[AGENT][NEUTRAL] [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Um, to patients policy number is 02487870 MLA.
[AGENT][POSITIVE] And a good phone number [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So just like
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you and you said that you're checking for a status?
[CUSTOMER][NEUTRAL] Yes, on the claim, yes.
[AGENT][NEUTRAL] And OK, what's the date of service in charge?
[CUSTOMER][NEUTRAL] Data service is [PII] in the amount of $8,806.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Is this a professional charge or facility?
[CUSTOMER][NEUTRAL] Um, professional, it's under Baptist Outpatient Services.
[AGENT][NEUTRAL] And what are the
[AGENT][NEUTRAL] OK, what are the procedure codes on the claim?
[CUSTOMER][NEUTRAL] Um, it is one of the codes is 72148.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, I'm showing that there was no benefit payable on this claim as the outpatient benefit for the calendar year has been met.
[AGENT][NEUTRAL] And I show that this claim was processed on.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] it looks good now.
[AGENT][NEUTRAL] Uh, the [PII] and it looks like it was submitted two times actually.
[CUSTOMER][NEUTRAL] Oh, OK. Um, may I please have a claim number, [PII]?
[AGENT][NEUTRAL] Mhm mhm. It's 353-846-6. That's the initial claim received and the duplicate claim received was 353-8847.
[CUSTOMER][POSITIVE] We've got a chimney out and we did an open kitchen in an amazing way.
[CUSTOMER][POSITIVE] Thank you so much. I really appreciate you and you have a wonderful day and a great weekend.
[AGENT][POSITIVE] You're welcome, [PII]. Thanks for calling APPL and you do the same. Bye bye.
[CUSTOMER][POSITIVE] Thank you. You're welcome.
[CUSTOMER][POSITIVE] Thanks bye bye