AccountId: 011433970860
ContactId: b585c2f4-4b76-47c4-b7b6-ef8783bbd8d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 798799 ms
Total Talk Time (AGENT): 204345 ms
Total Talk Time (CUSTOMER): 174595 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/b585c2f4-4b76-47c4-b7b6-ef8783bbd8d7_20250604T18:11_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Yes, hello, this is Baptist Hospital of Miami calling for status on a claim on patient [PII]. Policy number is 01628291ML8. We're looking for data service 2425 for 172,143. If you can please give us a call back at [PII]. My name is [PII] and this claim was faxed. Oh hi, hello.
[AGENT][NEUTRAL] I that
[AGENT][POSITIVE] Hi, I thought, I didn't realize you were leaving a message and I was like, oh my goodness, she's going so fast. I, but yes, hi, Mr. [PII], this is [PII] with APL.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know, I
[CUSTOMER][NEUTRAL] Hi [PII], I thought I heard a beep and I said oh let me start talking because I think they're taking a message.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Yes, ma'am. I understand. OK, you're welcome.
[CUSTOMER][POSITIVE] Perfect thank you [PII]. I'm calling from the provider and I'm calling to check on a claim.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] OK thank you
[AGENT][NEUTRAL] Alright, um, let me get your call back number ma'am just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then the, let me make sure I've got the policy number correct. 162-8291 ML8.
[CUSTOMER][NEUTRAL] OK, so after the 0, there's a 1. So it's 016.
[CUSTOMER][NEUTRAL] At the beginning.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And that was on [PII].
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, alright, and then what is his data service?
[AGENT][NEUTRAL] And the charge amount again.
[CUSTOMER][NEUTRAL] 2425. OK, 2425 and the charges were 172,143.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK, so 2,657 with 44 cents.
[AGENT][NEUTRAL] OK. And you said that you were calling from Baptist Hospital, is that correct?
[CUSTOMER][POSITIVE] Correct, yes. Mhm.
[AGENT][NEUTRAL] OK, uh, alright, Miss [PII], I'm gonna put you on a brief hold. I'm gonna look up this claim for you and I'll be right back. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Yeah, sure. OK, thank you. All right. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much Miss [PII] for holding for me. I've got the claim information for you, so the claim was processed. The uh claim number is.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] 5592.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And it was processed on policy number.
[AGENT][NEUTRAL] 254-2046. That's the active policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was paid $1,047.97.
[AGENT][NEUTRAL] With check number 203-2917.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The procedure, the procedure code was 93656.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And the check did clear the bank on um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And when was that issued?
[AGENT][NEUTRAL] Let me look that up.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We received it on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] Now did you send it to Baptist or the patient?
[CUSTOMER][NEGATIVE] Because we never got that payment.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] It was sent to Baptist Health Medical Group Physicians, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] Oh, that's why I don't know why they sent it to the corporate office um because we have a lock box that you guys pay us every day. I don't know why it should be the address that's on the claim. I don't know why they would have sent it there and you said it was cashed?
[AGENT][NEUTRAL] Yes ma'am, it cleared the bank on [PII].
[CUSTOMER][NEUTRAL] [PII]. Let me ask, and your name, I'm sorry, I forgot to write down your name.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], so I have a question, [PII], is there any way that we can get a copy of that canceled check to see where they might have posted this account? I mean that check I'm sorry.
[AGENT][NEUTRAL] OK, you need a canceled check copy.
[CUSTOMER][NEUTRAL] Yeah, please.
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][NEUTRAL] Yeah, because we don't have that payment.
[AGENT][NEUTRAL] It looks like um.
[AGENT][NEUTRAL] Let's see, we got another [PII]. Let me make sure.
[AGENT][NEUTRAL] This one was also, it looks like this is for another procedure code. Let me pull up this one.
[AGENT][NEUTRAL] Which would give the balance that you gave me. No, that's not your hospital. Never mind.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And can I give you my email address when they get that canceled check if they could email it to me?
[AGENT][NEUTRAL] Yes, what is the email address?
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I've got it. [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] OK, yes ma'am, I've got that down and I'll make sure I get in a request to have that um canceled check copy sent to you. I'm gonna put you on a brief hold while I get that request ready and I'll be right back. We'll do it while we're on the phone.
[CUSTOMER][POSITIVE] Thank you so much. All right.
[CUSTOMER][POSITIVE] Yeah, go ahead, sure. OK, thank you.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much, Ms. [PII] for holding for me. I've got that request now for you to get that check copy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Once it's um
[CUSTOMER][POSITIVE] Perfect thank you so much, [PII]. I appreciate it. Do you guys use call reference numbers or just your name and today's date?
[AGENT][POSITIVE] You're very welcome.
[AGENT][NEUTRAL] It'll be my name and today's date.
[CUSTOMER][POSITIVE] Perfect, thank you. Have a great afternoon.
[AGENT][POSITIVE] You too, Ms. [PII], thank you for calling APL mm bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.