AccountId: 011433970860
ContactId: 2da5c4ba-4847-418f-af31-8b9087cd2daa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153509 ms
Total Talk Time (AGENT): 52007 ms
Total Talk Time (CUSTOMER): 75809 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/2da5c4ba-4847-418f-af31-8b9087cd2daa_20250220T16:37_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you doing this morning?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] I'm doing fine just.
[CUSTOMER][NEGATIVE] Computer issues. I have a provider on the line that's stating that there's no for payment on a claim.
[CUSTOMER][NEGATIVE] And I cannot get my own base to be nice.
[AGENT][NEUTRAL] What's the, do you know the policy number?
[CUSTOMER][NEUTRAL] Oh yeah, yeah, yeah, I'm sorry, I, I'm still trying to get it to come up and it's still not coming up. It's 1896415 for [PII].
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Claim number 354.
[CUSTOMER][NEUTRAL] 7741
[CUSTOMER][NEUTRAL] And she's stating that we overpaid on the CPTJ 3301.
[AGENT][NEUTRAL] OK, let me get it pulled up here. Let's see.
[CUSTOMER][POSITIVE] I hope your is nicer than mine.
[AGENT][NEGATIVE] Oh, you break, you breaking in and out.
[AGENT][NEUTRAL] You're choppy.
[CUSTOMER][NEUTRAL] Am I choppy must be the internet.
[AGENT][NEGATIVE] Not right now, you're not.
[AGENT][NEUTRAL] Let's see. Well, the EOB has $10.35.
[AGENT][NEUTRAL] Let's see, let me keep looking.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Yeah, that was the correct amount based off the EOB received 1035 for that code.
[CUSTOMER][NEUTRAL] So we need an updated EOB.
[AGENT][NEUTRAL] Yeah, mhm, because the total out of pocket applied towards their deductible and copay was $110.28 and that's the amount that was paid.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, so we would need an updated EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] I can get, I can just get back to her and tell her according to what the information we received we played paid the claim correctly and and that she, she can fax updated EOP.
[AGENT][POSITIVE] That works.
[CUSTOMER][NEUTRAL] As long as it doesn't get denied as a duplicate.
[CUSTOMER][NEUTRAL] Which could happen
[CUSTOMER][NEGATIVE] Unfortunately.
[AGENT][NEGATIVE] Yeah, unfortunately.
[CUSTOMER][NEUTRAL] Alright, I'll just tell her to um fax that over to us so we can get that refund.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Allocated for that overpay. Thank you, [PII]. I appreciate you. Have a great day.
[AGENT][POSITIVE] You're welcome anytime. You too.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.