AccountId: 011433970860
ContactId: fed118db-aedd-4e36-8fdb-00d7554f8200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368500 ms
Total Talk Time (AGENT): 129408 ms
Total Talk Time (CUSTOMER): 136951 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/fed118db-aedd-4e36-8fdb-00d7554f8200_20250619T17:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon and thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Hi, [PII]. This is [PII]. I'm calling from Baptist Memorial Hospital. I would like to, I'm looking for a claim today. Can you help with that?
[AGENT][NEUTRAL] I can help with that, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][NEUTRAL] And repeat that for me, please.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you [PII]. What is that policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. It's
[CUSTOMER][NEUTRAL] OK. Yeah, it starts with G, G for girls, and alphabet A, A for Alpha.
[CUSTOMER][NEUTRAL] And 6049.
[AGENT][NEUTRAL] That is not a policy number for APL. Do you have another number to reference, please, perhaps?
[CUSTOMER][NEUTRAL] Mm, actually I have a social security number. Is that enough?
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Can you find that?
[AGENT][NEUTRAL] What is the social?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I have that as [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And may I have the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. The first name is like [PII].
[CUSTOMER][NEUTRAL] And the last name is.
[CUSTOMER][NEUTRAL] It's a [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mm, coming to date of birth, it's uh [PII].
[AGENT][POSITIVE] Thank you very much for the information. I was able to locate the member. Let me provide you with the correct policy number please, when you're ready for that.
[CUSTOMER][NEUTRAL] Mm, yeah, please go on.
[AGENT][NEUTRAL] OK, it is 01372873 ML 3.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] 01372873 ML 3.
[CUSTOMER][NEUTRAL] MRL 3. OK.
[CUSTOMER][POSITIVE] Yeah, thank you, I got it.
[AGENT][NEUTRAL] OK, thank you. Now you're calling for claim status I can assist you, [PII], what is the date of service and the total charge amount?
[CUSTOMER][NEUTRAL] Yeah, the service is like uh [PII] and the total totals are like $2,335.09.
[AGENT][NEUTRAL] OK, thank you very much. Let me just repeat that information to you. I have that as [PII]. Total bill charges $2,335.09. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, it shows that the claim was received and it denied as services were rendered after the policy termed.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] After the policy term, OK. Can I get the term dates?
[AGENT][NEUTRAL] Certainly.
[AGENT][NEUTRAL] Policy shall be effective as of [PII] and this policy termed [PII].
[CUSTOMER][NEUTRAL] Uh, [PII]. OK.
[CUSTOMER][NEUTRAL] OK, before one month. So the day before, yeah, OK.
[CUSTOMER][NEUTRAL] You said the [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And can you repeat uh more time like uh the effective date?
[AGENT][NEUTRAL] Effective date shows [PII], that's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I got it. Thank you. And
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So he was inactive for the data service, right?
[AGENT][NEUTRAL] That is correct [PII] and the member does not have an active policy on file.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. So, I'm gonna contact with the patient. And can I get your name and the reference number for this call?
[AGENT][NEUTRAL] Um, we do not provide reference numbers. My name is [PII], last initial [PII] Would you like the claim number associated with the claim?
[CUSTOMER][NEUTRAL] Yeah sure.
[AGENT][NEUTRAL] It is 3582444.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 348244
[AGENT][NEUTRAL] There are 3 consecutive 4s.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] OK. It's like 3582444, right?
[AGENT][NEUTRAL] That is correct, [PII], and also you can check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain an EOB as well.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Is there anything else I can assist you with, please?
[CUSTOMER][POSITIVE] Yeah, no more else, [PII], thank you. That's all. I want there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you for calling. Thank you for calling AP take care bye.
[CUSTOMER][POSITIVE] Have a great day. Bye.