AccountId: 011433970860
ContactId: b8ee6da3-4eda-4e90-91ae-8399dd49d5fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280839 ms
Total Talk Time (AGENT): 132159 ms
Total Talk Time (CUSTOMER): 97578 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/b8ee6da3-4eda-4e90-91ae-8399dd49d5fc_20250502T17:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII], and I'm calling uh to follow up on a claim um that I just received a bill from my uh from the Baptist Hospital, and I don't think that it went through the gap insurance and that I wanna confirm if it has or has not.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes Miss [PII] I can help you with your claim. uh can I please get your call back number ma'am just in case our call is dropped I I can call you right back.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your policy number?
[CUSTOMER][NEUTRAL] 01797988ML8
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on this policy for you?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Um, I don't know if you have my email or my husband's email. My email is [PII].
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. And then um the phone number that you're calling from, is that um your cell phone number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK, thank you very much for verifying the policy. OK, and when was the date of service for the claim that should have been sent?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, let me look real quick.
[AGENT][NEUTRAL] And is the claim for yourself?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Baptist Health, um.
[CUSTOMER][NEUTRAL] OK, my medical oncology.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You look [PII]. I do not see that a claim has been sent in for [PII] um for for you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Maybe that's the thing, OK.
[AGENT][NEUTRAL] Now let me give you the correct policy number, the one that's active, the policy number that you gave me was no longer active, but this one is, if you want, yes, um, it's 024.
[CUSTOMER][NEUTRAL] OK, I think
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 56411.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I repeat it just in case?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 02456411
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. So I guess I have to call.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] I have to call the uh the the the doctor's office so they can process it through you guys also.
[AGENT][NEUTRAL] Yes, they can process it through us um let me give you the payer ID number if they wanna send it electronically.
[CUSTOMER][NEUTRAL] 456-411 OK.
[AGENT][NEUTRAL] It's 60801.
[CUSTOMER][NEUTRAL] 60801
[AGENT][NEUTRAL] Yes, that's correct. The last looking at looking at the claims, the last one we we received was for data service of um [PII], so nothing's been sent since February.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. OK.
[CUSTOMER][POSITIVE] All right, I'll take care of it then. All right, thank you. What was your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you, [PII]. You were a great help.
[AGENT][POSITIVE] You're very well. Well, I'm glad I was able to help you. Uh, is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's it. Thank you, [PII].
[AGENT][POSITIVE] Alright well you have a wonderful weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.