AccountId: 011433970860
ContactId: 3458dd72-c3d5-4fb1-85d5-261d835dc8d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139710 ms
Total Talk Time (AGENT): 53270 ms
Total Talk Time (CUSTOMER): 67581 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/3458dd72-c3d5-4fb1-85d5-261d835dc8d6_20250114T18:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, I'm calling to the provider's office. I don't know if I pushed the right option, but I regarding the claim that process.
[AGENT][NEUTRAL] Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] Um, [PII], and it's [PII].
[AGENT][NEUTRAL] What is that policy number, [PII]?
[CUSTOMER][NEUTRAL] 02282211.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And you're calling to check the status of a claim for what date of service?
[CUSTOMER][NEUTRAL] Um, well, I'm not checking the status. It's it processed wrong, but it's because of us. Um, it's data service 59-2024.
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEUTRAL] 240
[CUSTOMER][NEUTRAL] You guys are the 3rd insurance and primary paid secondary paid, and I think you guys got might have got bills from the primary and then secondary page so there's an overpayment from you guys of $3.26.
[AGENT][NEUTRAL] So that means you have to send a letter in stating that there was an overpayment to us so that we can request a refund from you or you guys can send a check to us.
[CUSTOMER][NEUTRAL] You know I
[AGENT][NEUTRAL] Could you repeat yourself?
[CUSTOMER][NEUTRAL] You know I fax over something.
[AGENT][NEUTRAL] Um, you can't, but you have to send a check back to us saying that we overpaid you.
[CUSTOMER][NEGATIVE] Right, you guys ask for it, we're not gonna refund. I just want you guys to look at it to agree that you overpaid.
[AGENT][NEUTRAL] But when you sent the original claim in, did you send in the primary and the secondary insurance EOB?
[CUSTOMER][NEUTRAL] I don't know. I didn't do the billing, so I don't know if that if that happened because we were looking.
[AGENT][NEUTRAL] Yes, so all of that have to be res resubmitted back here to American Public Life, the claim with the primary EOB and the secondary EOB.
[AGENT][NEUTRAL] Explaining that there was an overpayment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then we would send it to the same address we billed?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][POSITIVE] OK alright well thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today? 880894. Thanks for calling APL. [PII]. Have a great day.
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[CUSTOMER][NEUTRAL] Bye.