AccountId: 011433970860
ContactId: 09e8fb32-187b-41f2-8f2d-86e6930c3f84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336440 ms
Total Talk Time (AGENT): 159256 ms
Total Talk Time (CUSTOMER): 200711 ms
Interruptions: 4
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/09e8fb32-187b-41f2-8f2d-86e6930c3f84_20250318T16:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII].
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello, my dear. How are you?
[AGENT][POSITIVE] How are you? I'm good. How are you doing?
[CUSTOMER][POSITIVE] I am just wonderful, wonderful, wonderful. It's Tuesday, so we're gonna, we're.
[AGENT][NEUTRAL] It one, hey, it's another day closer.
[CUSTOMER][POSITIVE] That's right. We're, we're gonna try to be positive today and get her done.
[AGENT][POSITIVE] Get her done. That's right.
[CUSTOMER][NEUTRAL] Alright, Ms. [PII], uh, let me give you the policy number 1st, 258.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] 5874.
[CUSTOMER][NEUTRAL] Participant number one, Ms. [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have verified Ms. [PII]'s information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, she is needing a copy.
[CUSTOMER][NEGATIVE] Of an EOB let's see, um, she paid the claim or something and then the hospital filed the uh claim in error and now they've been double paid and they will not refund her the difference.
[CUSTOMER][NEUTRAL] Until, um,
[CUSTOMER][NEUTRAL] She gets a copy of an EOB.
[AGENT][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] And I'm sorry, I did not get a date.
[AGENT][NEUTRAL] I, I, I got [PII]. I got her.
[CUSTOMER][POSITIVE] OK. You are awesome. Thank you, dear. I, I, I, I'm not even sure I even explained that to you. God bless her. When she got to explain it to me. I was like, oh my.
[AGENT][POSITIVE] My pleasure.
[AGENT][POSITIVE] Oh, I got you.
[AGENT][POSITIVE] I got you. I'm already pulling it up and I'm ready to, to email it to Ms. [PII] if we can do that.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] You're also, yes, her information has been verified.
[AGENT][NEUTRAL] Oh, I know you did, girl.
[CUSTOMER][POSITIVE] So everything's good, it's good. So, uh, you have a great day when I verify her phone number. Do you want that? It's the same.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII], got it. I got it.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][POSITIVE] And it's the same as the system. You're awesome. Have a great day, [PII].
[AGENT][POSITIVE] Thank you, [PII]. I appreciate it. Bye-bye.
[CUSTOMER][NEUTRAL] I there.
[AGENT][NEUTRAL] Ms. [PII], this is [PII] with, in our care team department. How are you doing today?
[CUSTOMER][POSITIVE] Very good how are you?
[AGENT][NEUTRAL] I'm doing well. I understand you're trying to get a pay overpayment from the hospital, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, oh, it's been a, it's been a nightmare, yep.
[AGENT][NEUTRAL] Oh my goodness, I am so sorry you're going through that and Ms. [PII] verified all the information, so we don't even need to go through that again. Now let me ask you, was this for um back in [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, yes, [PII] was the service date.
[AGENT][NEUTRAL] Melbourne Regional.
[AGENT][NEUTRAL] Medical Center. You want me to email you a copy of this EOB?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, yeah, if you could, and then I'll just forward it on to them.
[AGENT][POSITIVE] I'll be happy to, and also if you have a portal address or a portal account on our website, you can pull that EOB up as well.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I got you, um, yeah, I actually do.
[AGENT][POSITIVE] Let me see if you've got that. Yeah, you do. And if you wanna just do it that way, you can do it that way, or I'll be happy to whatever we can do to help you.
[AGENT][NEUTRAL] But if you go to that portal and you click on policy number 356-8718.
[CUSTOMER][NEUTRAL] Got you let me just check.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The EOB will download.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And it'll show that payment of $500 to them.
[CUSTOMER][NEUTRAL] 718.
[AGENT][NEGATIVE] I can't believe that they did. I'm, I'm sorry. It just frustrates me.
[CUSTOMER][NEGATIVE] It it it's horrible. What did it, you know, yeah, they, they should have never collected one they should have never done one or the other. They should have never collected payment from me up front is what they did or they should have never filed the claim. They did double duty. I'm like, you guys double you got double paid here. I'm like, you know.
[AGENT][NEUTRAL] It is.
[AGENT][NEUTRAL] And then 5.
[AGENT][NEUTRAL] And you know, they may not have received that check yet. It was mailed out the last of [PII].
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEGATIVE] Oh they did. No, they did. They have a they have a $500 credit on file. Yeah, they, they, they know that they do. Yeah, but they just, um, they're like, like pulling teeth to try to get it to, yeah, because they, they're like, no, they need to request they tried to tell me that you guys need to request a refund and I said no I said I've already talked to them and legally they are not allowed to request a refund because they did not do anything wrong. I said you guys are the ones that got double paid because of your error.
[AGENT][NEUTRAL] Oh, they did.
[AGENT][POSITIVE] Oh, heck yeah, they got it.
[AGENT][NEUTRAL] So where did they think it came from? I'm sorry. Uh.
[AGENT][NEGATIVE] Like they don't get enough money anyway.
[CUSTOMER][NEUTRAL] I said, you one of two things.
[CUSTOMER][NEGATIVE] Exactly and then you can't even get back what they overpaid. I'm like, oh my goodness.
[AGENT][NEUTRAL] Oh, that's, that's unreal.
[CUSTOMER][NEGATIVE] So I think um my rule of thumb now is that I am APL um I am keeping that information to myself I'll file my own claims. I'll pay my out of pocket whenever I need to and then I'll just file the claims with you guys and be done because otherwise it's just a nightmare.
[AGENT][POSITIVE] Yeah, that's the easiest.
[AGENT][NEGATIVE] Yeah, you shouldn't have to work for this, you know, you really shouldn't.
[CUSTOMER][NEGATIVE] No, I shouldn't.
[CUSTOMER][POSITIVE] So yes I do see that so I'll go ahead and I'll just grab that file then and I'll I'll send it on to them and hopefully fingers crossed everything will be fine.
[AGENT][POSITIVE] Yes, ma'am. I certainly hope so, and you've got that EOB, No problem.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Yes I do mhm.
[AGENT][NEUTRAL] OK. All right. So, um, but if you need anything else, Ms. [PII], you give us a call, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Will do thank you so much I appreciate your help.
[AGENT][POSITIVE] My pleasure and thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you OK bye bye.
[AGENT][NEUTRAL] Bye bye.