AccountId: 011433970860
ContactId: 024aec32-4dd6-4ff6-b6e3-0ff71de65240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385970 ms
Total Talk Time (AGENT): 117883 ms
Total Talk Time (CUSTOMER): 207368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/024aec32-4dd6-4ff6-b6e3-0ff71de65240_20250102T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, yes, ma'am. I was just calling just to make sure before I contact another, um,
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I have the gap insurance with you guys, and I did ATI physical therapy several times, and I've got the explanation of benefits from y'all where you recently paid $25.02.
[CUSTOMER][NEUTRAL] Um, the ATI.
[CUSTOMER][NEGATIVE] But they keep billing me for $200 and I don't see where they have sent you the entire bill to see if y'all would pay it.
[AGENT][NEUTRAL] May I have your policy number and I'll pull up your claim history?
[CUSTOMER][NEUTRAL] Yes, um, 02137700.
[AGENT][NEUTRAL] And may I have your name?
[CUSTOMER][NEUTRAL] That's [PII], yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII]. The mailing address is [PII] and the email address is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information. Please be advised that verification of coverage does not guarantee the payment of a claim. And do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] Um, well, I mean, I have the one that you recently paid. I'm just trying to make sure that they didn't, I don't see where they have billed anything else because I went to therapy like.
[CUSTOMER][NEGATIVE] A total of 9 times and it looks like they only billed you for 1, which I'm not surprised because I've been battling with these people so.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Over a month now.
[AGENT][NEUTRAL] So this one looks like it's for data service 11-182024.
[CUSTOMER][NEUTRAL] Yeah, that was the last day that I went. I went 8 other times before that.
[AGENT][NEUTRAL] OK, let me get this one pulled up and see how they billed.
[AGENT][NEUTRAL] So on this one they build one procedure code and let's see what the patient's responsibility was.
[AGENT][NEUTRAL] Looks like there was a $25.02 copay on that one. Let's see if is there anything else in your history.
[CUSTOMER][NEUTRAL] I didn't see anything. I went on the website and looked and I was just gonna make sure before I call them back.
[AGENT][NEUTRAL] Yeah, I'm not seeing let me make sure they didn't.
[AGENT][NEUTRAL] Bill differently.
[CUSTOMER][NEGATIVE] They don't have a clue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I've even asked them just send me a detailed bill and I'll just do this on my own at this point and that was on [PII] and I've yet to receive anything because, oh yeah, we'll take care of getting that to you and
[CUSTOMER][NEUTRAL] We'll take care of getting this filed and it looks like they filed the last date that I went up there when I told them I wasn't coming back anymore and
[CUSTOMER][NEUTRAL] Not the rest of the time.
[AGENT][NEUTRAL] OK. So I'm in your history and I don't see anything. Let me see. You have two open.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Claims that are not processed, let me see what those are.
[CUSTOMER][NEUTRAL] That's probably where I went to my back surgeon the other day, and I know y'all don't pay office visits, but that's probably what those are.
[AGENT][NEUTRAL] Let's see. Actually, it's [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] 2024, um, physical therapy, ATI.
[CUSTOMER][NEGATIVE] Oh my gosh. That's shocking.
[AGENT][NEUTRAL] Uh-huh, so that's 4 11 4 and then let me check the other one.
[AGENT][NEUTRAL] This one is for data service 11 6 from ATI.
[CUSTOMER][NEUTRAL] So I still got about.
[CUSTOMER][NEGATIVE] I have more to go. I don't understand what they're doing, but they just sent me a thing saying my bill is due and they're just now submitting them and stuff, so these people totally confused me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, ma'am. So, these two were submitted on [PII] and they are in line for processing.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, ma'am. That's when we received them.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, I'm not quite sure you would have thought that they would have just sent all of it at one time. I'm not, um, OK. Well, I'm just gonna call them and tell them until they get this all situated. I'm not paying the bill yet and they told me I wouldn't have to and then they sent me the same thing it was due, so I'm not sure what they're doing.
[AGENT][NEUTRAL] Yes, just tell them to file with their insurance, that might help.
[CUSTOMER][NEUTRAL] Yeah, when I called them the last time, they said, oh we'll file it with [PII] again. I said, no, I don't need you to file it with [PII] again. That's not what I'm telling you.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] It wasn't a good conversation. Um, neither the last two were in the same way and I'm like, can I talk to a supervisor? What we've got it taken care of for you. So I'm like, I'll just call and speak to a billing supervisor with them and just tell them when they send all of them and you guys do what y'all do. Then after that, I'll pay whatever's left if I owe something.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alrighty then that's what I needed to know before I called them. Thank you.
[AGENT][POSITIVE] You're so welcome, [PII]. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Now, y'all taking care of what you need to.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Have a good day.
[AGENT][POSITIVE] Thank you for calling American Public Life, Orlet. You have a great day as well. Bye-bye.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Alright bye bye.