AccountId: 011433970860
ContactId: bbc04d41-8d17-429c-a464-aaf69fc26e97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201220 ms
Total Talk Time (AGENT): 100377 ms
Total Talk Time (CUSTOMER): 77490 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/bbc04d41-8d17-429c-a464-aaf69fc26e97_20250130T17:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to check on a claim status for a patient, please.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I'm showing 02497508.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] plenty.
[CUSTOMER][NEUTRAL] And it's [PII]. Did I pronounce that wrong?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] No, it sounded great to me. I'm, I'm like, oh, sounded good.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Now, we, after all that, guess what, we only have him listed as [PII] or [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Just to let you know.
[CUSTOMER][POSITIVE] Wow.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] You did all that work.
[AGENT][NEUTRAL] What is, what is that data service I can help you with the claim status for [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm checking on that for you. I don't have a claim processed for that date, but I did receive a claim on the [PII]. Let me see if that is your claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If my computer will cooperate, bear with me just one second. Come on.
[AGENT][POSITIVE] Give it a word of encouragement and see if we can get it moving.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think that's it because I faxed it over.
[AGENT][NEUTRAL] Did you fax it over on the [PII]?
[CUSTOMER][NEUTRAL] Um, one.
[CUSTOMER][NEUTRAL] Let me see, our system is just out of control, yeah, [PII].
[AGENT][NEUTRAL] Mine too.
[CUSTOMER][NEUTRAL] It's just loading, showing the load, yeah.
[AGENT][NEGATIVE] I just, I sit here and spend half the time, spend my life away.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Right, exactly, exactly.
[AGENT][NEUTRAL] Yeah, for Baptist Hospital.
[CUSTOMER][POSITIVE] But yeah, I did fax it in, yes ma'am.
[AGENT][POSITIVE] OK, yes, ma'am. I do see that we received it. It is in line to be processed.
[AGENT][NEUTRAL] And just while I've got you on the phone, let me check this EOB because we only pay, yep, I do see it show a deductible copay or co-insurance. So it is in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][POSITIVE] And we do have everything we need.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, does it have a claim number as yet or not as yet?
[AGENT][NEUTRAL] Only once it's processed will it have a claim number.
[AGENT][NEUTRAL] So no claim number as of yet.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, no problem. Well, thank you so much for your time. I appreciate your help.
[AGENT][POSITIVE] It's been a pleasure to help you with that claim status, [PII]. Thank you for calling APL and I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye