AccountId: 011433970860
ContactId: bdcbd7e7-0a3c-44f6-b863-27be7bed2c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453059 ms
Total Talk Time (AGENT): 100653 ms
Total Talk Time (CUSTOMER): 175329 ms
Interruptions: 3
Overall Sentiment: AGENT=1.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/bdcbd7e7-0a3c-44f6-b863-27be7bed2c01_20250304T15:06_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]. This is [PII] with Trinity Health Systems. I'm trying to verify if a patient of ours um is being covered at the uh secondary.
[CUSTOMER][NEUTRAL] With you guys, uh, Blue Cross Anthem made a paying, uh, they, they didn't make a payment. They processed the claim to deductible, and I'm trying to see if you guys are covering the rest of that and if you guys have the claim on file. This is, this goes back to 104-2024.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you with your claim status, Ms. [PII]. um, can I please get your callback number just in case our calls dropped I'll be able to call you right back.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] So the name is [PII].
[CUSTOMER][NEUTRAL] Last name is [PII].
[CUSTOMER][NEUTRAL] The DOB is uh date of birth is [PII].
[CUSTOMER][NEUTRAL] And then the policy number that I have here, one second, because they gave me, I think I have 2 of them and I don't know which one.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me give you the first one. That is uh 00.
[CUSTOMER][NEUTRAL] 412.
[CUSTOMER][NEUTRAL] 458 7.
[AGENT][NEUTRAL] OK, and what's the 2nd policy number?
[CUSTOMER][NEUTRAL] I don't know that might be
[CUSTOMER][NEUTRAL] And then the other one is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] 583-22
[AGENT][NEUTRAL] OK let me see if I can pull her up real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, you gave me this data service was [PII]. What was the charge?
[CUSTOMER][NEUTRAL] The total charge was $335.
[AGENT][NEUTRAL] And you said the primary didn't pay anything on that?
[CUSTOMER][NEUTRAL] They applied it to deductible.
[AGENT][NEUTRAL] And then what was left after the primary paid their part.
[CUSTOMER][NEUTRAL] Let me see here how much they.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, it looks like they applied $289.11 to deductible and the patient has not or the patient quarantine has not paid anything.
[AGENT][NEUTRAL] OK, alright, I'm gonna put you on a brief hold and I'm going to look up this claim and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding for me Carry. So looking on this policy, uh, the correct policy.
[AGENT][NEUTRAL] 583-22.
[AGENT][NEUTRAL] There's not file [PII], but with that being said did lapse.
[AGENT][NEUTRAL] And is no longer active [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Got it, because I'm seeing, yeah, and then I'm seeing another one here, but I'm guessing that's not the first one I gave you the first policy number I'm guessing that's not you guys.
[AGENT][POSITIVE] Right. You're right.
[CUSTOMER][NEGATIVE] The policy, the uh insurance, yeah, the insurance might have changed when I, when I call them, I get nothing from them. I don't even get anyone on the phone. OK. So the last one I see that, uh, yeah, the last one I see that process with you guys was, and this is the reason why I'm calling you guys, it was on [PII].
[AGENT][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] I'm just not let me see here one second.
[CUSTOMER][NEUTRAL] Yeah, the last one that process and paid, uh, with you guys.
[CUSTOMER][NEUTRAL] Oh you're correct. It was [PII].
[CUSTOMER][NEUTRAL] Oh jeez, OK, [PII], you guys are active, right?
[AGENT][NEUTRAL] Oh, that's.
[CUSTOMER][NEUTRAL] So that's no longer active. I gotta check with um.
[AGENT][NEUTRAL] Right, um, can you just
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] I have to actually check the check with them if I get them on the.
[AGENT][NEUTRAL] Yeah, the um policy was.
[AGENT][NEUTRAL] Yeah, the policy, um, was active. The effect [PII].
[AGENT][NEUTRAL] And lapsed on [PII].
[CUSTOMER][POSITIVE] OK, I'll give them a call. Thank you so much for your help.
[AGENT][POSITIVE] So [PII], I hope you have a good rest of your week.
[AGENT][POSITIVE] Thank you so much for calling APL.
[CUSTOMER][POSITIVE] You as well thank you.