AccountId: 011433970860
ContactId: fd8639c8-4cb7-4b52-b0ec-1ed24885678d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 467029 ms
Total Talk Time (AGENT): 152417 ms
Total Talk Time (CUSTOMER): 150632 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/fd8639c8-4cb7-4b52-b0ec-1ed24885678d_20250522T17:19_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]. My name is [PII].
[CUSTOMER][NEUTRAL] I want to check if you have the claim on file or claim status for this claim.
[AGENT][POSITIVE] I can help you. I can help you with claim status. Can I get a good call back in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 02545174.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, the total bill amount?
[CUSTOMER][NEUTRAL] $2,465.65.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just a moment while I look this up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And do you have the provider's name?
[AGENT][NEUTRAL] Or the facility name?
[CUSTOMER][NEUTRAL] Baptist Medical Center is.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] The claim number is 3541.
[AGENT][NEUTRAL] 514.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like we received that claim on [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] How was it processed?
[AGENT][NEUTRAL] It looks like we paid $150.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and with that payment or with that check, the maximum benefit payable for this data service has been met.
[CUSTOMER][NEUTRAL] Oh, so the rest can be billed to the patient?
[AGENT][NEUTRAL] Um, I can't determine patient responsibility, but for this claim, it was only partially paid because the calendar year maximum had been exhausted.
[CUSTOMER][NEUTRAL] OK, um, when did you issue that 150 because we don't receive it.
[AGENT][NEUTRAL] Let me check.
[AGENT][NEUTRAL] I am showing we issued the check on [PII].
[AGENT][NEUTRAL] And it was processed on the same day.
[CUSTOMER][NEUTRAL] What is the check number?
[AGENT][NEUTRAL] 201.
[AGENT][NEUTRAL] 8499.
[CUSTOMER][NEUTRAL] Um, to Baptist Medical Center, uh, what is the mailing address?
[AGENT][NEUTRAL] What mailing address do you have?
[CUSTOMER][NEUTRAL] It's the PO box pay to address [PII].
[AGENT][NEUTRAL] That's what I'm showing as well. Do we need to reissue a check? Mhm.
[CUSTOMER][NEUTRAL] Oh, that's what your's.
[CUSTOMER][NEUTRAL] Um, well, I, I need to trace first, um, so you can trace it that it clears on your end.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, I'm showing it as outstanding.
[CUSTOMER][NEUTRAL] You can trace.
[CUSTOMER][POSITIVE] Oh outstanding oh.
[CUSTOMER][NEUTRAL] Well, until now, and it's been May maybe it needs to be reissued, right?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because
[CUSTOMER][NEUTRAL] How many days is the uh
[CUSTOMER][NEUTRAL] Expiration of the check, I mean the 90.
[CUSTOMER][NEUTRAL] Days
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Or 18 mm.
[AGENT][NEUTRAL] It shouldn't take 5 months. Um, so let me see.
[AGENT][NEUTRAL] I did verify the address with you and the address that we have on file is correct. Um, let me see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It shouldn't have been past 30 days, um, so let me see.
[AGENT][NEUTRAL] So what I can do is we can reissue a check. It will get sent in the mail, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, and then the address that you gave me is confirmed as the correct address [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, [PII] I.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm, OK, thank you, [PII]. So how long it's gonna be for the reissued check?
[AGENT][NEUTRAL] Um, I would give it 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] During the run time.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Time for check.
[CUSTOMER][NEUTRAL] To be
[CUSTOMER][NEGATIVE] The issues.
[CUSTOMER][NEUTRAL] Is 7.
[CUSTOMER][NEUTRAL] To 10
[CUSTOMER][NEUTRAL] Business days.
[CUSTOMER][NEUTRAL] Reference for this call.
[AGENT][NEUTRAL] Um, we don't have a call reference number, but you can use my name and last initial, so [PII].
[CUSTOMER][NEUTRAL] Yes, your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] In today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Alright, thank you for calling APL.
[CUSTOMER][POSITIVE] So it was successfully sent for the issue now one right? I'm sorry it was successfully sent for uh request for the issue.
[AGENT][NEUTRAL] Um, I have to send in the request.
[CUSTOMER][POSITIVE] Oh, OK, alright, thank you, bye bye.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Right, right, right, have a great day bye.