AccountId: 011433970860
ContactId: be1daf06-1852-4e05-9379-7c6b4bc537fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225339 ms
Total Talk Time (AGENT): 66149 ms
Total Talk Time (CUSTOMER): 79887 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/be1daf06-1852-4e05-9379-7c6b4bc537fb_20250225T15:50_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Baptist Memorial Hospital. I'm looking for a claim status today.
[AGENT][NEUTRAL] OK, I can verify claim status for you, [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, just a moment. It's like 982-519.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, date of services.
[CUSTOMER][NEUTRAL] [PII]. And the total bill is $829 even.
[AGENT][NEUTRAL] And the balance after primary?
[CUSTOMER][NEUTRAL] Actually we have submitted this claim as primary.
[AGENT][NEUTRAL] No, sir, this type of policy they had is secondary only. Give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, you said date of service was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And you're calling from?
[CUSTOMER][NEUTRAL] It's like Baptist Memorial Hospitals.
[AGENT][NEUTRAL] I'm showing that claim process is service rendered after the policy terminated. Policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. So what is the
[CUSTOMER][NEUTRAL] So do you have any other insurance details, please?
[AGENT][NEUTRAL] No, not with our company. You will have to contact the patient to verify what other insurance they may have.
[CUSTOMER][NEUTRAL] Uh, OK. Thank you for the information. So just be on hold.
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Just a, just a moment, just one second. I'm checking here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you for the information. So, can you spell your name for the documentation purpose, please?
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. So thank you, Kay. So do you have any call reference number for today?
[AGENT][NEUTRAL] No, we don't give reference numbers. If you like, you may use my name in today's date.
[CUSTOMER][NEUTRAL] OK, OK, OK. So, do you have any claim number?
[AGENT][NEUTRAL] Uh, claim number 345-0587.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] 345-0587. Thank you. OK, that's all I have for you today. Nice talking to you. Bye for now.
[AGENT][NEUTRAL] Mhm. Thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Yeah, right.