AccountId: 011433970860
ContactId: f77666ab-a6c3-4f0f-baa3-024e03972778
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 472570 ms
Total Talk Time (AGENT): 185495 ms
Total Talk Time (CUSTOMER): 171818 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/f77666ab-a6c3-4f0f-baa3-024e03972778_20250408T18:49_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Baptist Memorial Hospital, and I was calling regarding a check in the EOB we received. I am needing the patient info to get it posted to their account.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Like a patient account number. We just have the first and last name and a claim number, but I'm not seeing it in our system.
[AGENT][NEUTRAL] OK, um, and, may I have a good contact number in case we're disconnected and the members, um, do you have the member's policy number or the claim number is fine?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, and my, it's 901.
[CUSTOMER][NEUTRAL] 9003774
[AGENT][NEUTRAL] Thank you. And did you want to do the claim number or the policy number?
[CUSTOMER][NEUTRAL] Um, it doesn't matter. The we can do the claim number. It's um 3582453.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The date of birth, it doesn't have it on here, but I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] Um, what other information do you have for? Do you have the, uh,
[AGENT][NEUTRAL] Her address.
[CUSTOMER][NEUTRAL] I have a policy number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I don't have anything. That's all I have on here is.
[AGENT][NEUTRAL] For her.
[CUSTOMER][NEUTRAL] Check date check number policy number.
[CUSTOMER][NEUTRAL] The claim number and the first and last name.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] Hm, how can I do that?
[AGENT][NEUTRAL] So what, what, uh, what information are you needing from like the patient's information or?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Like, do you have like a patient account number or a date of birth so I can look in our system to find her cause right now I'm not bringing up [PII].
[AGENT][NEUTRAL] Um, do you have anything else specific to the patient that I can verify like last four of the social, anything?
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Or you just have that EOB in the check.
[CUSTOMER][NEUTRAL] I just have to check in this ELB policy number reference number.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the check number that you have?
[CUSTOMER][NEUTRAL] That's it, first and last name.
[CUSTOMER][NEUTRAL] OK. Let me go back up.
[CUSTOMER][NEUTRAL] It's 203.
[CUSTOMER][NEUTRAL] 6136
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] It's for $1000.
[AGENT][NEUTRAL] Yes, OK, so all the information provided is a verification of benefits, not a guarantee of payment. So, um,
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So the date of birth that we have on file is January.
[CUSTOMER][NEUTRAL] Let me see
[AGENT][NEUTRAL] [PII]. What's the name of your provider's office?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's Anderson.
[CUSTOMER][NEUTRAL] Um, Baptist Baptist Anderson Regional Medical Center.
[AGENT][NEUTRAL] OK, I just want to make sure it's the right provider.
[CUSTOMER][NEUTRAL] And you said January.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] You said you were, oh I'm sorry.
[AGENT][NEUTRAL] [PII]. Hold on, let me go back. Oh no, you're fine.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and it is NIDA. That's the correct Dia.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The patient account number, um, let me see, the patient account number on the claim.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know why they left it blank. I see a slot for it, but it's blank.
[AGENT][NEUTRAL] See, the patient account number comes from the provider to, like we get that from the claim form. So let me pull up the because it's blank on my end too, so let me pull up the claim form and see if it was.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Entered
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, the patient account number on our side is um
[AGENT][NEUTRAL] Blank too.
[AGENT][NEGATIVE] Yeah, they didn't, they didn't give us an, not an MPI they didn't give us a um patient account number.
[CUSTOMER][NEUTRAL] Patient account number. OK, well, I would try to work with the date of birth. It'll probably help me a lot, um.
[AGENT][NEUTRAL] You need to add the MPI, the doctor, that's all or ordered it or.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Uh, yeah, I'll take the NTI.
[AGENT][NEUTRAL] OK, um, the MPI is, hold on.
[AGENT][NEUTRAL] Oh wait, does that say? What's your box 3A on your claim form because it's kind of written over. This might be.
[AGENT][NEUTRAL] But usually it's at the bottom.
[AGENT][NEUTRAL] On your claim forms, your box 3A, what does that box say? Like it says patient something number.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Do you have the patient account number?
[AGENT][NEUTRAL] That's for box 3A right there, cause like the
[AGENT][NEUTRAL] You see how in like box 2 it says the um billing address is like the medical center is that is typing over 3A and then those first numbers of the patient account number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Man, I see a medical record number. Would that help?
[CUSTOMER][POSITIVE] Oh yes. I can probably use that one.
[AGENT][NEUTRAL] OK, so it's 148.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 422, [PII], sorry.
[CUSTOMER][NEUTRAL] No, you're fine. I'm gonna see if that will come up for me.
[AGENT][NEUTRAL] So that might be why it's blank because it's written over, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Probably is OK.
[CUSTOMER][POSITIVE] Well, yep, it came up for me, that worked.
[AGENT][POSITIVE] It is good. OK.
[CUSTOMER][POSITIVE] Mhm, and I have the account number. I appreciate it. Oh, because it, it has [PII] in here.
[CUSTOMER][NEUTRAL] OK, OK, I see what her mix up was.
[AGENT][NEUTRAL] You OK?
[CUSTOMER][POSITIVE] Yeah, I appreciate it.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] I know that would be all.
[AGENT][POSITIVE] All right, [PII]. Well, thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.