AccountId: 011433970860
ContactId: 310eab90-c2c5-42dc-b6eb-559105e7185c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1077920 ms
Total Talk Time (AGENT): 213689 ms
Total Talk Time (CUSTOMER): 209995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/310eab90-c2c5-42dc-b6eb-559105e7185c_20250207T21:22_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] calling from Aperture Consulting. I'm an insurance agent, um, calling with a former member, uh, on the phone. Her name is [PII]. Um, we have some questions about trying to get a copy of an EOB from a, a gap plan payment that was made, uh, in the June time frame.
[AGENT][NEUTRAL] OK, uh, sure, Mr. [PII], I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and I'm an [PII].
[AGENT][NEUTRAL] Mm OK. And do you have the group number?
[CUSTOMER][NEUTRAL] Uh, we do not have the card any longer, so we'll have to go by social or something like that.
[AGENT][NEUTRAL] OK. So, um, and, and you don't know the group number and that she was under?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What's, what was the name of the employer?
[CUSTOMER][POSITIVE] Arise well.
[CUSTOMER][POSITIVE] That's a good question because it was actually part of a PEO um.
[CUSTOMER][NEUTRAL] Uh, when we, we actually called just a few minutes ago and spoke with a different person and they were able to look it up, I believe by social. Can we look it up that way?
[AGENT][NEUTRAL] Mhm. Yes, one moment.
[AGENT][NEUTRAL] OK, go ahead with this.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And you said you had the insured on the line with us?
[CUSTOMER][NEUTRAL] Yes, I'm here mhm.
[AGENT][NEUTRAL] OK. All right. Um, let me go ahead and verify some information with you.
[AGENT][NEUTRAL] Um, Ms. [PII], may I have, um, your date of birth, mailing address, and email address on file?
[CUSTOMER][NEUTRAL] [PII]. My address is [PII]. My email is [PII].
[AGENT][NEUTRAL] Perfect. OK, and uh what is the date of service and you're giving me permission to release information Mr. [PII] on the line, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the date of service there are actually 2.
[CUSTOMER][NEUTRAL] Uh, one is [PII].
[CUSTOMER][NEUTRAL] And then the other is [PII].
[AGENT][NEUTRAL] OK, let me look for this.
[AGENT][NEUTRAL] Alright, for let's see [PII], I have to. Are we looking at the facility charges?
[CUSTOMER][NEUTRAL] Well, so I guess the, the question actually is we're trying to get a copy of the EOB's um or any sort of payment statement for.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, for all of those payments, and, um, I don't think the member has online access any longer because they're no longer covered under the plan.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I was wondering if you're able to email her any um any EOBs for any payments from the [PII] plan year.
[AGENT][POSITIVE] That's right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm, I can. Yes. So let me just go ahead and get those two pulled up. Um.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm. I'm waiting on the image of the EV one moment.
[AGENT][NEUTRAL] OK, let me look for the next day service one moment.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What's sending this.
[AGENT][NEUTRAL] OK, so I'm sending these 4 EOBs to the email address on file.
[CUSTOMER][POSITIVE] That's great. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. OK, do you mind holding for me while I go ahead and send this email to you right now?
[CUSTOMER][NEUTRAL] Sure. No, that's fine.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me.
[AGENT][NEUTRAL] OK, um, Mr. [PII] and um Miss [PII], OK, I already sent that email out and I, I do apologize. It took a little bit to uh attach the files, um, but I did send it out. Um, Miss [PII], do you wanna check and see if you got them?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, not yet.
[AGENT][NEUTRAL] Mm. Might take a minute since it's a large file. It's for you be attached to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you also able to um confirm, do you know, did the, did the payment for that go out as one single payment or was it separate payments?
[AGENT][NEUTRAL] There are separate payments.
[CUSTOMER][NEUTRAL] OK, uh, we're on the phone with the billing office for the provider and.
[CUSTOMER][NEUTRAL] They have the payment posted in their system, but when we're on the phone with them they said they couldn't find it and they were asking if we could confirm.
[CUSTOMER][NEUTRAL] Uh, I guess I think they were looking for the date the payment was made and the check number. I don't, I don't suppose you have that information for the um.
[CUSTOMER][NEUTRAL] The [PII] payment.
[AGENT][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] Or date of service.
[AGENT][NEUTRAL] OK, so the one we sent for [PII], yeah, there's two of them. Um, is it for G uh Ginger clinic?
[AGENT][NEUTRAL] Jeans. I'm sorry. OK. Yeah, there are two separate payments. OK, so let me give you the first one. the first payment I see here for [PII] was for $142.60.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this one was sent out on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's under check number 1867552.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the 2nd payment.
[AGENT][NEUTRAL] That one. OK, so the second payment, which is a separate payment is for $89.73.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Check number 1,867,550.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1875.
[CUSTOMER][NEUTRAL] OK, yeah, because she wanted the check numbers didn't she, Rich.
[CUSTOMER][NEUTRAL] All right. um, [PII], I'm not sure if I heard that maybe your, did your phone notify you of an email there?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, yeah, hang on.
[CUSTOMER][NEUTRAL] Um, da da da.
[CUSTOMER][NEUTRAL] No, not yet. I just.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It may take a little bit to get there because of the size of the email, um, because of the attachment because it took a long time for me to get him to go and get him to work, but yeah, it did go through and um it was to [PII], correct?
[CUSTOMER][NEUTRAL] OK, what
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It just came through, yeah, 44 items, yeah.
[AGENT][POSITIVE] Oh, perfect.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, is there anything else?
[CUSTOMER][POSITIVE] Well, thank you very much. I think that is all we needed for today.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL. You have a good afternoon, Mr. [PII] and Miss [PII], OK?
[CUSTOMER][POSITIVE] You too thanks a lot. Thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] So [PII], if you're able to forward that email to me.