AccountId: 011433970860
ContactId: d4ca961a-aaa3-42e7-b619-8b1b061d0559
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322000 ms
Total Talk Time (AGENT): 151501 ms
Total Talk Time (CUSTOMER): 117238 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/d4ca961a-aaa3-42e7-b619-8b1b061d0559_20250326T15:29_UTC.wav
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[AGENT][POSITIVE] Good Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. Um, this is [PII] from Baptist Hospital. Can I get to speak to someone regarding a claim, please?
[AGENT][NEGATIVE] I am so sorry, but there is an echo. You sound very far away from the phone. I could not understand your name or any. Yes, ma'am. It sounds like you're a long, your voice sounds very far away, so I wasn't able to understand what you said.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, good morning. This is [PII] from Baptist Hospital. I need to get claim status, please.
[AGENT][NEUTRAL] OK, [PII], you're needing claim status for one patient. Is that correct?
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][POSITIVE] Yes, ma'am. I can help you with that. And what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's policy number, please?
[CUSTOMER][NEUTRAL] 250-5674
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] And any any information that I do provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Um date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Yes, it's for, did I give you the policy number already, [PII]?
[AGENT][NEUTRAL] You did, yes, ma'am.
[CUSTOMER][POSITIVE] Oh, I'm going crazy today. I'm so sorry.
[AGENT][POSITIVE] It's going around. Don't feel alone. Yes, ma'am. It's been one of those weeks. I was on vacation last week and I came back this week and I promised that it felt like a full moon every day.
[CUSTOMER][POSITIVE] Oh boy, one of those days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I, I, isn't that something that you go on vacation and you're like, did I go on vacation? That is terrible. You know, I don't know what's going on. It's everywhere, it looks like.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Wow, it's too much. Well, we'll get, we'll get it. We're going towards Friday.
[AGENT][NEUTRAL] It is, it really is. So don't feel alone. It's
[AGENT][POSITIVE] That's right. That is exactly correct.
[CUSTOMER][POSITIVE] Yes. Yes, my dear my dear. Yes.
[AGENT][NEUTRAL] So what is the
[CUSTOMER][NEUTRAL] So the date of service is um [PII].
[AGENT][NEUTRAL] Yeah, for Mr. [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, and the, uh, the amount that we billed was, uh, uh, 5,213.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we have a
[AGENT][NEUTRAL] Alright, just one moment, please.
[CUSTOMER][POSITIVE] Mhm. Thank you.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Let's see, it's nice it's doing this to me. Come on over here.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so I do show this claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is
[AGENT][NEUTRAL] 357 6.
[AGENT][NEUTRAL] 749.
[AGENT][NEUTRAL] There was a benefit paid in the amount of $2500.
[CUSTOMER][NEUTRAL] 2500. OK. So the benefits is maxed out now because I guess cause I have 2658. OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And this does say.
[AGENT][NEUTRAL] Right, it states on the EOB.
[AGENT][NEUTRAL] You'll receive and you can also, I'm gonna give you the website if you don't have it, Tony, for our portal where you can print the EOB, but it does state on the remark with the payment of this check, the policy maximum for this benefit has been met.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. Great. I thank you so much, [PII]. Have a great day and the rest of the week. Have a great day.
[AGENT][POSITIVE] Well, you are certainly um I hope you do, and let me go ahead, yes ma'am, I hope you do too. We're on the, OK, let me give you [PII], the website for our portal so that if you want to print that, you can. It's secured.
[CUSTOMER][POSITIVE] OK. Take care.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, thank you. Have a great day.
[AGENT][POSITIVE] OK, you too, [PII], and thank you again for calling APL.
[CUSTOMER][NEUTRAL] OK. Bye-bye. Bye-bye.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.