AccountId: 011433970860
ContactId: cf1fdfce-bb01-4008-a05b-8c251b5deed5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227850 ms
Total Talk Time (AGENT): 101040 ms
Total Talk Time (CUSTOMER): 75500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/cf1fdfce-bb01-4008-a05b-8c251b5deed5_20250211T20:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. May I help you? Gracious.
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. I was calling from Baptist Medical Center. I was needing some help with that claim.
[AGENT][NEUTRAL] OK, yes, ma'am. I can verify claim status for you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yep, it's [PII]
[AGENT][NEUTRAL] Oh, OK. Thank you, ma'am. And what is that policy number, please?
[CUSTOMER][NEUTRAL] 02487919
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII] is my direct line.
[AGENT][NEUTRAL] OK, thank you, ma'am. And let's see, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII] through [PII], um, total charges of $6,613 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And while I look up claim information, uh, just to let you know, we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[AGENT][NEUTRAL] And I don't show we received that claim, Ms. [PII]. Um, can you verify the address it was submitted to?
[CUSTOMER][NEUTRAL] It's like
[CUSTOMER][NEUTRAL] Uh, it was submit submitted to [PII].
[AGENT][NEUTRAL] OK. Let me check one other spot cause she may have had a policy previously. Give me one moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Um, I don't show she had any.
[AGENT][NEUTRAL] Coverage with us at that time of service. I think this is a life policy, or is this it? Let me see.
[AGENT][NEUTRAL] Yeah, I don't sure if she had any medical policies at the time of service. Uh, this policy became effective [PII] and she had another policy, but it terminated on [PII].
[CUSTOMER][NEUTRAL] OK, you said this policy that I gave you became active on what day? You said June?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so she didn't have anything for [PII] through [PII]?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, that's why I want to double check and see that might be why then you guys didn't get the claim. OK, that's all I needed, um, would you happen to have a call reference number?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh, no, ma'am, but if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Today is the alright, got it. Thank you so much for your help.
[AGENT][POSITIVE] Uh yes, ma'am, and thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Bye.