AccountId: 011433970860
ContactId: 1f1f0e5b-c71a-43f3-b892-a3bc2129a242
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241589 ms
Total Talk Time (AGENT): 92615 ms
Total Talk Time (CUSTOMER): 64258 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/1f1f0e5b-c71a-43f3-b892-a3bc2129a242_20250528T18:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm calling regarding claim number 36041999.
[AGENT][NEUTRAL] May I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And [PII], could you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And I do need to verify the mailing address that is listed on file.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And [PII] it does look like we have an email address. Could you verify that to make sure it's correct as well?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying your policy. You were calling in regards to the claim number of 36041999. I do have that pulled up for you. It is showing that we were needing the primary EOB for this claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it was a hospital visit, so my primary wasn't involved. Um, I provided the UBO4 document.
[CUSTOMER][NEUTRAL] Which has all the billings and the codes.
[CUSTOMER][NEUTRAL] Um, to the portal, but.
[AGENT][NEUTRAL] OK, but we still need the primary insurance EOB.
[CUSTOMER][NEUTRAL] You need the primary insurance explanation of benefits.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's great. OK, so.
[CUSTOMER][NEUTRAL] So sorry this is my first claim so I'm not entirely sure what I'm doing um.
[CUSTOMER][NEUTRAL] So do I just go to Aetna and download them and.
[AGENT][NEUTRAL] Who, whoever your primary insurance is, you would have to go into that or contact them and request that EOB for that date of service that you're requesting for us to review because we're gonna need that at all times to see if you had a responsibility.
[CUSTOMER][NEUTRAL] What do I get?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Um, OK, all right, thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything?
[CUSTOMER][NEUTRAL] Do I just upload it to the website?
[CUSTOMER][NEUTRAL] I just uploaded to the portal whatever.
[AGENT][NEUTRAL] Yes, is there anything else that I can assist you with?
[AGENT][NEUTRAL] Yes, now it does look like we're needing the diagnosis code for it as well and you say that you have submitted the you go for?
[CUSTOMER][NEUTRAL] No, that's it thanks.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] UBO4 mhm.
[AGENT][NEUTRAL] Was that just a recent submission or?
[CUSTOMER][NEUTRAL] Um, I submitted it when I first put in the claim. I just did it again now.
[AGENT][NEUTRAL] Let me check that image.
[CUSTOMER][NEUTRAL] OK, I found the UB.
[AGENT][NEUTRAL] OK, so the only thing that it shows that we received for the data service of 428, it looks like it was just.
[AGENT][NEUTRAL] A statement.
[AGENT][NEUTRAL] From Memorial Physician Enterprise, we don't have the UBO4.
[AGENT][NEUTRAL] For this data service.
[CUSTOMER][NEUTRAL] OK, so I'm gonna upload that. OK, I'll upload that again OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] All right awesome thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling American Public Life, [PII]. Have a great rest of your day.
[CUSTOMER][NEUTRAL] Alright bye bye.
[AGENT][NEUTRAL] Bye.