AccountId: 011433970860
ContactId: 3f933227-d61a-4d24-8a58-617c44295368
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269480 ms
Total Talk Time (AGENT): 137193 ms
Total Talk Time (CUSTOMER): 96695 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/3f933227-d61a-4d24-8a58-617c44295368_20250114T16:55_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yes ma'am, I need a follow up. I received an EOB saying that um it was a duplicate submission. I've never received payment on it, so I need to follow up on that please.
[AGENT][NEUTRAL] OK, yeah, let me take a look at that for you today. Do you mind if I get your name real quick and a good callback number?
[CUSTOMER][NEUTRAL] No, not at all, it's [PII]. My callback number is [PII].
[AGENT][POSITIVE] Thank you so much. And what's the member's policy number on that?
[CUSTOMER][NEUTRAL] Uh, the policy number is 00603549.
[AGENT][POSITIVE] Thank you, and give me a moment to get that pulled up.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] All right. And would you be able to verify for me, please, your patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, let me get back to her, uh, date of birth. Hold on one moment.
[CUSTOMER][POSITIVE] Hey [PII], how's it going? You doing all right? Well it was good to see you. I thought maybe you went back and moved with your mom, or no, how's you all going? You still there? OK. Oh OK oh good well I'm glad that I called you so I'm gonna let her know you're here OK then thank you. OK, I'm so sorry, you know.
[AGENT][NEUTRAL] You're still fine.
[CUSTOMER][NEUTRAL] Trying trying to multitask.
[CUSTOMER][NEGATIVE] And I'm left and blown, so that's a problem.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEUTRAL] Her date of birth is [PII].
[AGENT][NEUTRAL] Perfect. And then what are the last four digits on that EOB you received?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So is it you mean from the reference number or the claim number?
[AGENT][NEUTRAL] Uh, the claim number, I'm sorry.
[CUSTOMER][NEUTRAL] It's 8218.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Looks like the date of service on that was [PII].
[AGENT][NEUTRAL] OK, it looks like we had, yes, we did have the claim twice, um, it looks like that first one we have claim number 3543187 we received it on [PII] and processed it on [PII] and it did have benefits payable of $55 sent via check, um, and I have that check number listed as 2019156.
[AGENT][NEUTRAL] And let me pull up some check details for you. Uh, it looks like that check was made payable to.
[AGENT][NEUTRAL] Um, and I cannot pronounce, heat pipe. Thank you so much. Um, it went to [PII], and it looks like it was issued on [PII].
[CUSTOMER][NEUTRAL] It's hip new in hip.
[CUSTOMER][POSITIVE] Uh, you're no problem.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] OK, we have not received it.
[AGENT][NEUTRAL] All right. Um, so I can do.
[CUSTOMER][NEGATIVE] So what do I? Our mail, our mail is absolutely horrible here, um, but as of this time we have not received it.
[AGENT][NEUTRAL] You've not received it, OK. I have to wait, um, like a full 30 days, so I wouldn't be able to do anything to do a stop and reorder on it until the [PII], but if you don't receive it by, um, I guess [PII] if you don't receive it by the [PII], give us a call back and what we can do is we can have them do a request to void and reissue and get that resent out to you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So we're looking at um OK so I'm gonna make a note and that way I'll follow up for that that's this coming Monday. Alright, that sounds good I sure do appreciate and can I have a reference number for this call please?
[AGENT][POSITIVE] Oh my gosh, absolutely. It's gonna be my name, [PII], first initial, last name, [PII] boy, and then today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. I sure appreciate your help.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling us at APL and you take care.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.