AccountId: 011433970860
ContactId: 16098761-8f16-494e-9c0c-9c575dc3518f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188750 ms
Total Talk Time (AGENT): 88567 ms
Total Talk Time (CUSTOMER): 63391 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/16098761-8f16-494e-9c0c-9c575dc3518f_20250506T20:26_UTC.wav
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[AGENT][POSITIVE] Good evening. Thanks for calling APO. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in customer care. How are you this afternoon?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing all right. I was just wondering if you could answer a question on a claim for me. I don't need to transfer this if maybe you could just look at it.
[AGENT][NEUTRAL] OK, can I get a policy number?
[CUSTOMER][NEUTRAL] 1648445
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Claim number is 357-767-7 for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just trying to figure out why this was paid to the insured if the provider filed the claim.
[AGENT][NEUTRAL] OK, that remark code DM 6428.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, that provider has a lien.
[AGENT][NEUTRAL] Or something like that is to be notice was like a lien so we cannot send any information to uh them so I would probably just read off that information to them.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, come on, does anything comes up?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Why doesn't anything come up?
[CUSTOMER][NEUTRAL] Oh, that's 642-8. I should have seen, OK.
[CUSTOMER][NEUTRAL] You notice discrepancy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you, are you getting the thing on your end?
[CUSTOMER][NEUTRAL] I see that B notice now. I'm gonna try and find.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] So that basically let them lets them know that um.
[AGENT][NEUTRAL] Uh, the, the, the payment I have to find that myself.
[AGENT][NEUTRAL] Uh, let me pull up the.
[AGENT][NEUTRAL] Dang
[AGENT][NEUTRAL] And it lets them know that the payment went to the uh insured.
[AGENT][NEUTRAL] Let me pull up the EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Have to check and see this.
[CUSTOMER][NEUTRAL] Maybe that'll tell me more.
[AGENT][NEUTRAL] The system has been doing some crazy stuff today with our claims, so it might be doing it with the whole system.
[CUSTOMER][NEUTRAL] It's hot.
[CUSTOMER][NEUTRAL] It's just being like.
[AGENT][NEUTRAL] Come on on babes.
[AGENT][NEUTRAL] Yes, and so on the EOB it gives uh a better description. It tells them that the benefits that we're unable to sign the benefits to the provider due to a discrepancy with their tax ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it also lets you know the decision has that the claim the benefits have been sent to the insured and of course you know that we don't give them that amount, the benefit amounts, is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, right, right, right. OK. All right, so as long as I know what to tell them, that is so helpful. Thank you so much for your time. I appreciate you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No problem. No problem.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too bye bye.