AccountId: 011433970860
ContactId: d89e09da-5fa6-43fa-a296-4e08ed2fcba2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 320179 ms
Total Talk Time (AGENT): 96945 ms
Total Talk Time (CUSTOMER): 82001 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d89e09da-5fa6-43fa-a296-4e08ed2fcba2_20250226T20:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for a claim status on a patient.
[AGENT][NEUTRAL] OK Miss [PII], I can help you with claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Her date of birth is [PII], and the policy number I'm showing here is 02491450.
[AGENT][NEUTRAL] OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Then I'm showing ML 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. And then, um, what is the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] Bill the amount I'm showing is $9,344.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, the charges was, bear with me, I'm showing they applied a patient responsibility of $1,521.28.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Thank you. And then also what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Baptist Hospital of Miami.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull up this claim for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I did find the claim. The claim number is 354-566-1.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] The claim was paid with check number 2020603.
[AGENT][NEUTRAL] In the amount of $250 after that $250 was paid and maxed out the benefit for that day of service.
[CUSTOMER][NEUTRAL] And you said they paid 250?
[AGENT][POSITIVE] Yes, ma'am. The check was cleared.
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] 126 25. Do you have the check number?
[AGENT][NEUTRAL] One fit.
[AGENT][NEUTRAL] Yes ma'am, check number is 202-0603.
[AGENT][NEUTRAL] And that clear date.
[AGENT][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] 016.
[CUSTOMER][NEUTRAL] OK, so I have paid 250 benefits was maxed out. Check number is 2020603, which cleared on [PII], and you said it was a paper check, correct?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll go ahead and document that. Can I get a reference number for today?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. You have a wonderful day.
[AGENT][POSITIVE] You too, Ms. [PII] and thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.