AccountId: 011433970860
ContactId: d5dbb4bc-6f82-4463-808f-c52fcb7d0f27
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272850 ms
Total Talk Time (AGENT): 113177 ms
Total Talk Time (CUSTOMER): 74358 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d5dbb4bc-6f82-4463-808f-c52fcb7d0f27_20250613T14:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from West Kendall Baptist Hospital on a claim.
[AGENT][NEUTRAL] OK, I could check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] It is 0233.
[CUSTOMER][NEUTRAL] 7085 ML 7. I think it should be an ML 8, but
[AGENT][NEUTRAL] That's OK. Uh, the, the numbers before the um really what's important.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then that bill out please.
[CUSTOMER][NEUTRAL] $4,246.
[AGENT][NEUTRAL] OK, and then, uh, [PII], do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, I'm so sorry, bear with me just a minute. it looks like we received this claim, um, a few times.
[AGENT][NEUTRAL] Let me try to find that original.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, was that amount that was after major medical, was that $500?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK awesome OK so I did find that original claim.
[AGENT][NEUTRAL] It does say that.
[AGENT][NEUTRAL] Payable benefit for this charge was applied to the policy's emergency room deductible.
[CUSTOMER][NEUTRAL] OK, what is that claim number?
[AGENT][NEUTRAL] Yes, that is 35.
[AGENT][NEUTRAL] 78
[AGENT][NEUTRAL] 251.
[CUSTOMER][NEUTRAL] 357-825-1
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] And what date was that process because I can't get access to the new portal that keeps giving me error messages.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh yes, it
[AGENT][NEUTRAL] It did undergo quite a big change as of uh last week as well um let's see that I can send you that EO like as well so this same processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, would you like me to send you that EOB?
[CUSTOMER][POSITIVE] Yeah, a copy of that EOB would be good.
[AGENT][NEUTRAL] Sure, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I'm gonna read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I will go ahead and send that now. You should get it in about 10 minutes or so. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am, that'll be all thank you. uh call reference that's all.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Oh sure, uh, reference number would just be my last initial and today's date. The surname is spelled [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You are very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you bye bye.