AccountId: 011433970860
ContactId: fcfd041b-09f0-4325-8a39-29331693ae32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 392890 ms
Total Talk Time (AGENT): 119155 ms
Total Talk Time (CUSTOMER): 88058 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/fcfd041b-09f0-4325-8a39-29331693ae32_20250123T18:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling to get the status of a claim, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with the claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what's your policy number?
[CUSTOMER][NEUTRAL] It is 01611726 M as in Mary, L as in Lima, 7.
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] [PII] for $4,647.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $1040.54.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Baptist Health Medical Group orthopedics.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you 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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. Hi, I've got the claim pulled up for you. Um, the claim number is 3553301.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yes I.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Claim was paid on [PII].
[AGENT][NEUTRAL] With check number 2023435 in the amount of 9.
[CUSTOMER][NEUTRAL] I'm sorry, 20 I'm I'm sorry, can you say the checking number again? Sorry, 202.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, 202-343-5.
[AGENT][NEUTRAL] In the amount of $96.84.
[CUSTOMER][NEUTRAL] OK, no, I think that's the other claim that I have. Hold on a second.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] For the same data service?
[CUSTOMER][NEUTRAL] Yes, because that was the assistant surgeon. Yes, that's the assistant surgeon claim.
[AGENT][NEUTRAL] OK, so the original, the claim that you gave me for the the amounts that you gave me, there's not a claim on file with those amounts for that date of service. This was the only claim on.
[CUSTOMER][NEUTRAL] So you got the, you got, OK, so that's what I needed to know I think um.
[CUSTOMER][NEUTRAL] Can I fax this claim?
[AGENT][NEUTRAL] Absolutely. Um, let me give you the, yes, ma'am. The fax number is [PII].
[CUSTOMER][NEUTRAL] With the primary being? OK.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Perfect. And um that check for 9684, was that um mail check?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And it was a single check?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you tell me where it was mailed to, please?
[AGENT][NEUTRAL] Yes, it was. Yes, absolutely. It was Milt the Baptist Health Medical Group, orthopedics, [PII].
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][POSITIVE] Perfect. May I just get your reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Great. Thank you so much, [PII]. You have a wonderful day.
[AGENT][POSITIVE] You too, [PII], thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.