AccountId: 011433970860
ContactId: eb6d9f6c-569f-4cdd-84d1-19b7d93d342b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 700580 ms
Total Talk Time (AGENT): 327210 ms
Total Talk Time (CUSTOMER): 192276 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/eb6d9f6c-569f-4cdd-84d1-19b7d93d342b_20250514T12:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. My name's uh [PII], and I wanted to make sure that [PII] has filed, uh, excuse me, Baptist Health had filed a claim.
[CUSTOMER][NEGATIVE] Um, for my husband because they told me about 4 weeks ago that they did and they told me not to pay the balance and then I called you guys and you guys kind of said the same thing uh that we had $5000 out of pocket or I'm not sure I'm using the right words so I didn't, I did what everybody said and I just got a collection notice yesterday or notice from a collection company, yes, yeah.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So, um, if you could help me because I'm psycho we're psychotic about our credit and I this, this is, you know, on top of my husband not being well it's just it's too much. So if you could help me that would be great.
[AGENT][NEGATIVE] That's too much. Yes, ma'am.
[AGENT][NEUTRAL] I definitely um will help you um try to resolve this issue with the claim. So, um, 1st may I have a good contact number in case we're disconnected and then your policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'll give you my cell [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And then my policy number is that the group number or is that the in hospitals cert number?
[AGENT][NEUTRAL] Hospital cert number.
[CUSTOMER][NEUTRAL] Or the OK 022.
[CUSTOMER][NEUTRAL] 86564 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] OK, thank you, hold on one moment.
[AGENT][NEUTRAL] Alright, and I have you here. I just need you to verify your date of birth, your mailing and email on file.
[CUSTOMER][NEUTRAL] Sure, sweetie, my date of birth is [PII]. Um, email address on file. I'm not sure it could either be [PII] or [PII]. I'm not sure which one our our HR person used. OK. And then what did you need? What else did you need from me?
[AGENT][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] Your mailing address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And do you have the date of service and wait, so this is for your husband or is it for you?
[AGENT][NEUTRAL] It's for your
[CUSTOMER][NEUTRAL] It's for my husband [PII] mhm.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So you guys paid a bunch of like $1200 for gastro Health you paid that. I got a whole bunch of letters from you about a week ago or maybe longer. I don't really remember that you guys had paid those um the date of services from [PII] excuse me, [PII] I believe, um, and it was for 287592.
[AGENT][NEUTRAL] This is the one that's in collections.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. I just want to make sure. Hold on one moment.
[CUSTOMER][NEUTRAL] And it's it's from Baptist Health.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Do you mind if I place you on just a brief hold so I can look through the claims and see if we've received anything? OK, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so it doesn't start with the [PII], you know what?
[AGENT][NEUTRAL] It might be easier to just.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They got 2
[AGENT][NEUTRAL] [PII], 27, 25, 26, 24.
[AGENT][NEUTRAL] [PII]. OK. So it's the [PII].
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] OK, we don't have any claims.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The [PII] and [PII]. OK, so let's start. Let's see if there's one with the range.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So that means they're all done individually.
[AGENT][NEUTRAL] But no, how can I do that? I'm gonna have to go through each day.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] So let's just do it.
[AGENT][NEUTRAL] 359019 wait a minute.
[AGENT][NEUTRAL] I don't have to do that. I just have to go, yep, and the CLI and see what the.
[AGENT][NEUTRAL] Totalism and keep it moving. Oh no, that ain't it.
[AGENT][NEUTRAL] 224 OK.
[AGENT][POSITIVE] Oh I'm so glad I thought of that. Thank you, [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh, do they all total that? OK, hurry up.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What?
[AGENT][NEUTRAL] It's gonna be 3:44, about 2:37.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I just wanna make sure they have her in collections. We gotta.
[AGENT][NEUTRAL] 44 is if I tell him we don't have it and it's something else.
[AGENT][POSITIVE] So I'll take my time and get it right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 2:37 0 3:[PII].
[AGENT][NEGATIVE] Don't call to come back.
[AGENT][NEUTRAL] 44 is getting back away.
[AGENT][NEUTRAL] 943.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Wait a minute.
[AGENT][NEUTRAL] OK, so does all of this together, this is research.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] But she's overwhelmed and we're gonna help her.
[AGENT][NEUTRAL] 344 37, 344, 237, 237, 344 344 344.
[AGENT][NEGATIVE] 270. 0, wait, I messed up somewhere.
[AGENT][NEUTRAL] Because what was that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh my gosh, what?
[AGENT][NEUTRAL] 344, 237.
[AGENT][NEUTRAL] 344, 237, 237, 334, 334.
[AGENT][POSITIVE] OK, so no, I was right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] But that's not that, OK.
[AGENT][NEUTRAL] OK, hello, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I was going through the claims that we received for him. Um, so,
[AGENT][NEUTRAL] So you said there was a like a bunch of dates um that we did pay out on, but you're looking specifically for the [PII], right?
[CUSTOMER][NEUTRAL] Yes, for for Baptist Health, it was one bill for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So of
[CUSTOMER][NEUTRAL] And they told me when I spoke to them on [PII] that um that it had been submitted.
[AGENT][NEUTRAL] OK, so of the claims that we have received,
[AGENT][NEUTRAL] Um, there are some claims here from that date range, but they're all from Gastro Health. We don't have anything from [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So they have not submitted the claim to us. Um, so what, what the best thing to do would be to give them a call, let them know that you've again called your insurance company and they have not received it and you're receiving a collection notice. So unless they have, because I would ask them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They have to have something from us like a denial or something to be able to say they've tried to, you know, collect it and they, they just couldn't. And after, you know what I mean? So unless they have something from us like a claim number or something, so they should not have done that. Um, and if they need to call us, give them our phone number on the [PII] number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], have them call us or better yet, I don't know if you have time, we can call them now if you want to, but that's up to you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Uh, they'll keep you on hold, sweetie, for so long.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, maybe if you wanna.
[CUSTOMER][NEUTRAL] Do you, I mean, literally I, I, I held an hour and 15 minutes before.
[AGENT][NEUTRAL] Well, I definitely can't hold that long. But I mean, if you want to give them a call and then maybe call, I'm the only [PII] here. So if you want to call them and then call us and ask for me, we can, uh, cause I wouldn't want it to be in collections either. So, no. Um, what, however you wanna do it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sweetie, let me, let me try to do, yeah, let me try to do that so I'm not wasting your time and then I'll get, I'll get, uh, I'll then I'll call you and get them, get you on the phone.
[AGENT][NEUTRAL] OK. Well, again, I'm [PII]. I'm the only [PII] here, um, so if I don't answer, they'll be able to get to me. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK, sweetie.
[CUSTOMER][POSITIVE] That's it, [PII] thank you so much and I'm gonna do my best to get through to them right now.
[AGENT][POSITIVE] Alright, well thanks for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too sweetheart bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.