AccountId: 011433970860
ContactId: f47a5bcd-6326-4582-a9b2-2ac683777f5c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 356880 ms
Total Talk Time (AGENT): 123571 ms
Total Talk Time (CUSTOMER): 135024 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/f47a5bcd-6326-4582-a9b2-2ac683777f5c_20250411T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. Anna. How may I help you?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Baptist Hospital. Wanted to check on the status of a claim, please.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, um, [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, um, one second, let me go back up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Oh come on
[CUSTOMER][NEUTRAL] So sorry. One second, I just
[AGENT][NEUTRAL] Oh, no, you're fine.
[CUSTOMER][NEUTRAL] Last it
[CUSTOMER][NEUTRAL] How are you today?
[AGENT][POSITIVE] I'm doing well. How are you doing?
[CUSTOMER][MIXED] Good, kind of tired, but um thank God it's Friday.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, it's Friday.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, my friend, so the, the number is American Public 02337124.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sure. [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim you like me to check on?
[CUSTOMER][NEUTRAL] Sure. Um, it's [PII]. The amount is $796.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So for you said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I'm not showing a claim on file for [PII].
[CUSTOMER][NEUTRAL] For [PII], um, it was sent out.
[AGENT][NEUTRAL] It's for [PII], right?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK, I just want to make sure I was under the right person.
[CUSTOMER][NEUTRAL] Uh, let's see when sending out.
[AGENT][NEUTRAL] Yeah, we don't have any claims for that data service for her, but there's no timely filing, so if you want to resubmit it, you can.
[CUSTOMER][NEUTRAL] OK, so you didn't sign the claim for um.
[CUSTOMER][NEUTRAL] What about [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, there's a claim for that data service. What's the name of your provider?
[CUSTOMER][NEUTRAL] It's um Baptist Hospital of Miami.
[AGENT][NEUTRAL] Let me see how that works. 287.
[AGENT][NEUTRAL] Tax ID [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes ma'am. This is your claim. Did you need the status for it?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second. So the claim was received on [PII]?
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 658 7.
[AGENT][NEUTRAL] And on [PII], the claim was paid out on um a total of $930.90.
[CUSTOMER][NEUTRAL] OK, is there a check number, please?
[AGENT][NEUTRAL] Yes, hold on one second.
[AGENT][NEUTRAL] Alright, so the check number is 203.
[AGENT][NEUTRAL] 781 9.
[AGENT][NEUTRAL] It's a single
[CUSTOMER][POSITIVE] OK, um, what is the, oh, I'm so sorry, go ahead, I'm sorry, I didn't mean to cut you off.
[AGENT][NEUTRAL] Oh, it's OK. It's a single check and it was issued on [PII]. It's coming from [PII] to [PII].
[CUSTOMER][NEUTRAL] No, no problem. And what is, um, do you see do you know the effective date of this member?
[AGENT][NEUTRAL] Mhm hold on one moment.
[AGENT][NEUTRAL] The policy has been active since [PII].
[CUSTOMER][NEUTRAL] OK, and can you see if you have one for um no we didn't bill you for that one.
[CUSTOMER][NEUTRAL] OK, I have to bill it for another one. It wasn't billed out to you. OK, perfect. So what I'll do, um, I'll go ahead and send the other one back over to you guys and um.
[CUSTOMER][NEUTRAL] See if we can get that process um.
[CUSTOMER][NEUTRAL] Um, and your, your name again, I'm sorry, when I took the call I was doing something else, uh-huh.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] No, it's OK. My name is [PII], first initial and my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and I appreciate your help today. You have a great weekend. Take care.
[AGENT][POSITIVE] Thank you. You're very welcome. Thanks for calling APL. Was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, ma'am. That's it.
[AGENT][POSITIVE] All right. Have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.