AccountId: 011433970860
ContactId: e426e128-014d-4e38-8649-302750ac21bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213669 ms
Total Talk Time (AGENT): 83977 ms
Total Talk Time (CUSTOMER): 80503 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/e426e128-014d-4e38-8649-302750ac21bb_20250515T15:30_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] I have D476-92085.
[AGENT][NEUTRAL] OK, it's not one.
[CUSTOMER][NEUTRAL] And the name is [PII].
[AGENT][NEUTRAL] You said [PII], I'm sorry.
[CUSTOMER][NEUTRAL] Yes, it's fine.
[AGENT][NEUTRAL] OK, and Ms. [PII], um, that number you gave is not one of our policy numbers, but do you have the patient's name, date of birth?
[CUSTOMER][NEUTRAL] OK, I think I have the card, just a second.
[CUSTOMER][NEUTRAL] OK, on the card it says [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome thank you ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] we just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] I guess it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The total is 2,492 41 cents.
[AGENT][POSITIVE] OK, thank you, ma'am, give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you said the total charge was 2,49291?
[CUSTOMER][NEUTRAL] 41.
[AGENT][NEUTRAL] 41. I'm sorry. And you're calling from?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Baptist Medical Center.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I don't show we received that claim. Uh, can you verify the mailing address it was submitted to?
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] It was sent to [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, in [PII]?
[AGENT][NEUTRAL] Uh, that is the correct address, um, but if you like, I can give you our fax number if you like to fax that claim to us.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] OK, uh, fax number is [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] OK, so is the payer ID number 64556?
[AGENT][NEUTRAL] It is, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and it should go to IMA or is it APL?
[AGENT][NEUTRAL] Uh, yes, ma'am. With that address and that pay ID typically claims go to both companies, but we just hadn't received it here at APL.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, can I get your name again and the reference number if you have one?
[AGENT][NEUTRAL] Uh, my name is [PII] last initial [PII], and as far as reference, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] Alright thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APM M. [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm you too bye.
[AGENT][NEUTRAL] Bye.