AccountId: 011433970860
ContactId: ae11ac15-83b8-4d53-a95f-f3e233ba3205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 511040 ms
Total Talk Time (AGENT): 117913 ms
Total Talk Time (CUSTOMER): 80949 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ae11ac15-83b8-4d53-a95f-f3e233ba3205_20250520T18:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling from Baptist Health Medical Group Orthopedic.
[CUSTOMER][NEUTRAL] I am calling today just to follow up on a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] no extension.
[AGENT][NEUTRAL] OK. And what's the policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01455852
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Just a second, it looks like my computer's taking its time.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Can you tell me your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] So I have the date of service. It's for [PII]. Total charges were $1,307.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not seeing one for that data service.
[CUSTOMER][NEUTRAL] So, on my last conversation, I had to fax it in because apparently it didn't cross over.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, that was done on [PII].
[CUSTOMER][NEUTRAL] I was told to fax it to the number ending in [PII].
[AGENT][NEUTRAL] Yes, that's our fax number. [PII].
[CUSTOMER][POSITIVE] Correct, and I did receive a successful confirmation.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Give me just a moment while I see what's going on.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I see what it is.
[AGENT][NEUTRAL] OK, the policy number that you gave me was for a policy that was lapsed before the service date, so if you would like um the policy number that is connected with this claim, I can give it to you. um, let me make sure that it's on this claim or it's on here, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see real quick.
[AGENT][NEUTRAL] You said $1,307 correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just a moment while I try to look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Are you needing the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. It's 35.
[AGENT][NEUTRAL] 42.
[AGENT][NEUTRAL] 382.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we received that claim on [PII]. It was processed on the same day.
[AGENT][NEUTRAL] It looks like that claim was denied. Let me see.
[AGENT][NEUTRAL] Um, one of the reasons was that office visits are not covered by this policy.
[AGENT][NEUTRAL] And then, um,
[CUSTOMER][POSITIVE] OK, that's all I needed actually.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] That that's pretty much it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you not provide reference numbers and it's just your name and date?
[AGENT][NEUTRAL] Name and last initial and the date and my last initial is [PII].
[CUSTOMER][POSITIVE] Excellent. OK, thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Alright, thank you so much for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Take care bye bye.