AccountId: 011433970860
ContactId: c0de84de-eef5-4391-85be-8c2c4b548a31
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389619 ms
Total Talk Time (AGENT): 132860 ms
Total Talk Time (CUSTOMER): 68181 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/c0de84de-eef5-4391-85be-8c2c4b548a31_20250514T15:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so, I have 2 claims to check on, please.
[AGENT][NEUTRAL] Yeah, sure, I can assist you with claims and may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And Miss [PII], may I have your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] It's Baptist Surgery and endoscopy I'm sorry, wrong one. Baptist Health Surgery Center at [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02342701
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK perfect thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data service for 1825 total charge 4,641.
[AGENT][NEUTRAL] All right, let me see if I can find this claim, [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me call this EOB and I just need to let you know that for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] OK, it's gonna be a minute. I'm waiting on the AB.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, so it looks like we processed the claim on [PII] and we send a benefit amount of $125.31.
[CUSTOMER][NEUTRAL] What is the claim number and the check number?
[AGENT][NEUTRAL] The claim number is 3600177.
[AGENT][NEUTRAL] The check number is 2043843.
[CUSTOMER][NEUTRAL] Um, the issue date on the check is uh [PII].
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you so much. You have a good, oh, I have one more, sorry, forgot one.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is it for the same member or a different member?
[CUSTOMER][NEUTRAL] A different member.
[AGENT][NEUTRAL] Pacific, OK, all right, let me go ahead and make a quick note on this one, OK? One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'm ready for the next one.
[CUSTOMER][NEUTRAL] OK. Uh, ID 0248311.
[AGENT][NEUTRAL] 0248311.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Missing a digit.
[CUSTOMER][NEUTRAL] Let me try looking for an ID card.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't have an ID card for this one. Can I give you the patient name and date of birth?
[AGENT][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] OK, I'm gonna just try to put one more one and see if that will probably be it. Um, what's the name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, [PII], [PII].
[AGENT][POSITIVE] OK, yeah, that worked. OK, so just added another one in the end.
[AGENT][NEUTRAL] OK, and alright, and what is the date of service on this one?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and total charge, 372.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I don't think we have this one on file. You said it was uh [PII] of $25 for $372 even?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, they are.
[AGENT][NEGATIVE] Doctor's charges now. No, we have not received this one as of today.
[CUSTOMER][POSITIVE] OK. I'll go ahead and rebuild. Thank you so much. That's all for today. You have a good day.
[AGENT][NEUTRAL] Mm.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APO. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] Bye bye