AccountId: 011433970860
ContactId: 104a6a20-7d4d-4fdc-b370-a306321062da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248830 ms
Total Talk Time (AGENT): 86310 ms
Total Talk Time (CUSTOMER): 100103 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/104a6a20-7d4d-4fdc-b370-a306321062da_20250108T14:39_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII]. Happy, what's today Tuesday, Tuesday. How are you? Um, my name is OK, Wednesday, girl, I'm still on vacation. I'm still on vacation. I'm still in.
[AGENT][NEUTRAL] Wednesday.
[AGENT][NEUTRAL] Yeah, they, they'll take a day away from it.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I need your help. Um, I have a claim here that you guys, that says you, uh, the benefits was exhausted for the calendar year of last year, but I need the EOB so I can build the patient.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] Thank you. And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the patient policy number is coverage is 022.
[CUSTOMER][NEUTRAL] 632-51 ML 7
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] there, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying the account and you said you need the ELB for a claim. What is the data service?
[CUSTOMER][NEUTRAL] Data service, [PII] for $13,434.88.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the patient had Aetna first.
[CUSTOMER][NEUTRAL] And Aetna paid 852 so we billed it to a secondary because we have a balance of 1748, but the patient is exhausted, you guys said.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct. OK, yeah, I do see that and you need a copy of the uh EOB, OK.
[CUSTOMER][NEUTRAL] EOB, yes, yes, I can bill it mhm I have the claim number 30.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] I have it pulled up. And, um, would you like that faxed over?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] OK, and what is the fax number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, hold one moment for me please.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] You can wear.
[AGENT][NEUTRAL] OK 35205 right now.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], thank you for holding. Now, is this gonna be going to be sent to your attention?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please. um and if you can, if you can add next to my name [PII], just add account number and let me know when you're ready.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] OK, and the account number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then that fax is [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, it is on its way. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Just the reference number for our call today.
[AGENT][NEUTRAL] To reference the call, you'll use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Alright, cool, thank you have have a happy day.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] You're welcome. You have a wonderful day, [PII]. Thank you for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah