AccountId: 011433970860
ContactId: fd39cec4-f841-4f43-af8a-3a53daffc0f7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312420 ms
Total Talk Time (AGENT): 71429 ms
Total Talk Time (CUSTOMER): 89247 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/fd39cec4-f841-4f43-af8a-3a53daffc0f7_20250508T13:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from Baptist Memorial Hospital. I'm looking for a claim status. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Pretty well, thanks for asking me.
[AGENT][NEUTRAL] OK. Um, do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, I do want the member's ID is 00982524.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII] and the total bill amount is 2 $268 even.
[AGENT][NEUTRAL] Oh, so sorry.
[CUSTOMER][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Uh, looks like we received that on [PII]. That was processed on [PII], and
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it was not a covered service under the policy.
[CUSTOMER][NEUTRAL] Can we build the patient?
[AGENT][NEUTRAL] Um, we're a secondary policy, so we can't instruct on whether to build the patient or not.
[CUSTOMER][NEUTRAL] OK. Can I get a copy of you before this one, please?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a couple of minutes.
[CUSTOMER][NEUTRAL] Got it. I do have one more claim for different numbers if you don't mind, could you please help me with that?
[AGENT][NEUTRAL] Uh, yes, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] It is 00982081.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Sorry, my bad. Uh
[AGENT][NEUTRAL] Oh, go ahead.
[CUSTOMER][NEUTRAL] OK. We have service is [PII] and the total bill amount is $35,951.41.
[AGENT][NEUTRAL] Uh, it looks like we received 2182025 or built uh process two night 2025.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Like it's not covered under the patient's policy.
[CUSTOMER][NEUTRAL] Can I get the claim number, please?
[AGENT][NEUTRAL] 356
[AGENT][NEUTRAL] 5963.
[CUSTOMER][NEUTRAL] OK, can I get the copy of you before this one also?
[AGENT][NEUTRAL] Uh, yes, I'll get that sent over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Uh, sorry about that. I forgot to ask the claim number for the previous one. If you don't mind, could you please provide the claim number for the previous claim?
[AGENT][NEUTRAL] My claim number is 3553286.
[CUSTOMER][POSITIVE] Got it. Thank you so much for all this information. That's all I wanted to know. Can I get the reference number, please?
[AGENT][NEUTRAL] My name is [PII], and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you for that and have a lovely day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.