AccountId: 011433970860
ContactId: 189c021c-ff1e-45f1-af7e-8a33c9d74f74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591869 ms
Total Talk Time (AGENT): 129854 ms
Total Talk Time (CUSTOMER): 171550 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/189c021c-ff1e-45f1-af7e-8a33c9d74f74_20250114T21:11_UTC.wav
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[AGENT][NEUTRAL] Char APL, this is [PII] how may I assist you?
[CUSTOMER][NEUTRAL] And my guess is.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry. Um, who am I speaking to?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, [PII], my name is [PII], and my husband's name, uh, who is the policyholder, [PII], uh,
[CUSTOMER][NEUTRAL] You, I, I, I, you tell me what you need and I'll then give you my question.
[AGENT][NEUTRAL] Can I have a policy number here?
[CUSTOMER][NEUTRAL] Um, sure, the policy number is 01897865.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] 1897865
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what is this member's
[AGENT][NEUTRAL] Full name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], and it's uh uh [PII].
[CUSTOMER][NEUTRAL] And the date of birth is uh [PII].
[AGENT][NEUTRAL] Thank you. And have you given APL permission for you to speak with us in regards to his policy?
[CUSTOMER][NEUTRAL] Uh, yes, there's a form that's been sent over.
[AGENT][NEUTRAL] Thank you, I'm looking it up in the system to verify.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The callback number and just in case the call is disconnected. Is it the [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][POSITIVE] How can I assist you today?
[CUSTOMER][NEUTRAL] Um, if you look at, um, the claim.
[CUSTOMER][NEUTRAL] Uh, number 354-7717.
[CUSTOMER][NEUTRAL] Uh, I received a notification today that it looks like you guys paid $7.30.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When in actuality, it should have been $73. I think somebody just didn't.
[CUSTOMER][NEUTRAL] Had enough zeros.
[AGENT][NEUTRAL] Mhm.
[AGENT][MIXED] It's not funny, but let me look and see what's going on.
[AGENT][NEGATIVE] She said one didn't put enough zeros.
[AGENT][NEUTRAL] I'm pulling it up.
[CUSTOMER][NEUTRAL] It happens.
[AGENT][NEUTRAL] I want to know what ELB you use.
[AGENT][NEUTRAL] Bear with me while I see you process it.
[AGENT][NEUTRAL] I don't even see an EOB.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That was sent over um let me see.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] I'm trying to verify what EOB you use because I don't see one attached.
[CUSTOMER][NEUTRAL] Um, it might have got attached to the wrong file, um.
[CUSTOMER][NEUTRAL] One second, um.
[CUSTOMER][NEUTRAL] I know it was sent over um.
[CUSTOMER][NEUTRAL] OK, thank you, one second, um.
[CUSTOMER][NEGATIVE] Oh that's not it. I'm opening the wrong one.
[CUSTOMER][NEUTRAL] It was um it was sent over.
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Um, what was your explanation of that.
[CUSTOMER][NEGATIVE] Worries me.
[AGENT][NEUTRAL] it.
[CUSTOMER][NEUTRAL] And Saint Louis Pathology 35.
[AGENT][NEUTRAL] I scan through this stuff.
[AGENT][NEUTRAL] fine.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They had to have something because they paid it, so.
[AGENT][NEUTRAL] Right. That's why I said she have, it has to be an EOB but I'm just trying to see how did she pay it if there is no EOB cause I'm searching for the EOB.
[CUSTOMER][NEGATIVE] Oh, maybe that's why she only paid. I don't.
[AGENT][NEUTRAL] $7.30.
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I was gonna say maybe she told me I didn't need to send that one. I don't.
[CUSTOMER][NEUTRAL] I don't know. I can, I can get it and send it over. That's not an issue.
[AGENT][NEUTRAL] I'm waiting on her to respond back. She's, I sent a message over to the adjuster who processed the claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To verify what ELB she use to process this claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause I'm not showing it on file.
[AGENT][NEUTRAL] And once you give me that information, I can give you a call back versus you holding on.
[CUSTOMER][POSITIVE] OK, that'd be great, um, and if I need to get a copy of the um of the explanation of benefits to send over, I can do that.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] And you did say your name was [PII].
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] Make myself not 78.
[AGENT][NEUTRAL] And it shows it was sent to the provider.
[CUSTOMER][NEUTRAL] Um, that, yes, it just says $7.30 was paid to the provider, yeah.
[AGENT][NEUTRAL] And card number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Pardon me, what?
[CUSTOMER][NEUTRAL] [PII], yes. [PII].
[AGENT][NEUTRAL] I'm writing down the call on.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So as soon as she responds back to the message that I sent over cause she's probably searching for just like I was, I've been searching for her. I've been searching for her but I couldn't find it, so.
[AGENT][NEUTRAL] I just reached out to the adjuster who processed the claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then once you provide me with that information I'll give you a call back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. I appreciate it. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Thanks for calling APL and have a great day. Bye.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] You too bye bye.