AccountId: 011433970860
ContactId: 38cae25c-6d5d-455c-987e-711feaee9add
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378850 ms
Total Talk Time (AGENT): 78729 ms
Total Talk Time (CUSTOMER): 98105 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/38cae25c-6d5d-455c-987e-711feaee9add_20250623T18:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Very serious about everything.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. Um, I think I may have talked to you earlier but um I'm calling on two claims that I spoke with you all earlier about, and I was just wondering if I can get the actual checks that were cut by APL, like a copy of it just for to have it on file, um, because our the patient is still getting billed and we just wanna, you know, have that for them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, the only thing we wouldn't be be able to send a copy of the check, no, we can send an EOB that, you know, it, it would be the same thing that we sent to the member when we process the claim that showed hey this is how we process and this is what we paid, um, is the, is the um provider saying that they didn't get the money?
[CUSTOMER][NEUTRAL] All
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yeah
[CUSTOMER][NEGATIVE] I think they're just still receiving bills in the mail from the provider.
[CUSTOMER][NEUTRAL] So we just wanted to have, you know, that proof of payment because I believe like for example like when Allied pays the claims they have like a check included on the EOB showing the amount that they pay so I didn't know if it worked the same way like if y'all had you know the ability to share that as well or not.
[AGENT][NEUTRAL] Um, the most we can do is send them a copy of the EOB. It has a check number on it.
[CUSTOMER][NEUTRAL] OK, and you said that might have already been sent out?
[AGENT][NEUTRAL] It's always sent out any time you receive a claim from the provider, the um insurer gets an explanation of benefits from us as well, letting them know how we process and pay the claim or how we process and denied the claim, so they always get a copy every time we process a claim.
[CUSTOMER][NEUTRAL] Where it was sent out already.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can we get that electronically maybe?
[AGENT][NEUTRAL] Um, they can either log into their portal and get it, or, um, I can fax one a copy of it over to you.
[CUSTOMER][NEUTRAL] Yes, can you please?
[AGENT][NEUTRAL] OK, can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 218-030-8.
[AGENT][NEUTRAL] What's the um
[CUSTOMER][NEUTRAL] It's [PII] back now.
[AGENT][NEUTRAL] What's the um
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so I've sent both of those ELBs over. You should receive them within at least the next 7-8 minutes.
[CUSTOMER][POSITIVE] OK perfect thank you so much. I appreciate that.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] That's it. That's all I needed. Thank you so much, [PII].
[AGENT][POSITIVE] Mhm well thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.