AccountId: 011433970860
ContactId: d126d0b7-80e5-409a-b80c-2a92f4bf34cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245580 ms
Total Talk Time (AGENT): 76040 ms
Total Talk Time (CUSTOMER): 98000 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/d126d0b7-80e5-409a-b80c-2a92f4bf34cd_20250328T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. This is [PII]. I am calling from the business office of Walker Baptist Medical Center, and I would like to follow up for claim status.
[AGENT][POSITIVE] OK, well yeah, I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. Um, policy number is M for Mary, D for David, X for X-ray 00000. That's 5 consecutive 0 8379.
[AGENT][NEUTRAL] All right, let me try and pull this up here. Give me just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, [PII], that doesn't come up as a policy number. Do you have a claim number or their name?
[CUSTOMER][NEUTRAL] Um, yeah, I do have the patient's name and date of birth. It's for [PII]. First name spells [PII] Last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] And what state does she reside in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, let me check that. I have [PII].
[AGENT][NEUTRAL] OK. And then date of birth for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then what was the date of service?
[CUSTOMER][NEUTRAL] I'm checking for [PII]. Total charge is $38,167 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing any claims on file for that date of service. Um, the member's plan was not active at the time of service either.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEGATIVE] So I don't show any claims on file for [PII]. Uh, the member's policy was not active in [PII]. I'm showing the member's policy terminated in [PII].
[CUSTOMER][NEUTRAL] I see. OK. So the member's coverage was no longer active certain date of service.
[AGENT][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] And it was termed on [PII], right?
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Over one.
[CUSTOMER][NEUTRAL] OK. I'll just take note of that and we'll just bill this one for the um to the patient. Thank you. Can I also ask for our call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference [PII] is my name with my last initial in today's date. Uh my name again is [PII].
[CUSTOMER][POSITIVE] OK. That would be all for me today. Have a good day, [PII]. Happy weekend.
[AGENT][NEUTRAL] You too. Bye-bye.