AccountId: 011433970860
ContactId: 4d742e00-1720-42b3-af01-d56cf8a66320
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319980 ms
Total Talk Time (AGENT): 145111 ms
Total Talk Time (CUSTOMER): 151315 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4d742e00-1720-42b3-af01-d56cf8a66320_20250130T13:42_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is An[PII]How may I help you?
[CUSTOMER][NEUTRAL] Oh, I'm not
[CUSTOMER][NEUTRAL] Hi An[PII]um, I'm one, you, I have your insurance and I don't know.
[CUSTOMER][NEUTRAL] Um, I have your insurance and I just logged on and it says that uh please provide copies of your explanation of benefits from your primary insurance carrier. um, what is it that I need? I, I'm not sure. When I went to go get the ultrasound, they told me that this was my like my co-pay, so I paid, and then I, because they didn't submit it to you guys and then I'm submitting, you know, I submitted, I submitted to you guys. Can I give you the claim number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, but 1st may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, of course, of course, it's my first name is In[PII]like the state, my last name is Ma[PII]my phone number is 95[PII].
[AGENT][NEUTRAL] Thank you for that. and Ms. Ma[PII]you said you have the claim number or the policy number or both?
[CUSTOMER][NEUTRAL] I do. I have the claim number. It's 3 it's OK, so it's 3556538.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm and I need to change my address also whenever we get to that also my mailing address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment, I'm pulling up the claim now.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] OK, it's 32[PII]nd the address you guys have on file is 70[PII]nd my email is IN[PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And what would you like to update the mailing address to?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, 60[PII].
[CUSTOMER][NEUTRAL] Ta[PII].
[CUSTOMER][NEUTRAL] Fl[PII]Sure.
[AGENT][NEUTRAL] Hold on one second. Hold on one second. Un[PII]nd then can you spell your city for me, please?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Sure, it's T [PII].
[CUSTOMER][NEUTRAL] That's at[PII]a[PII].
[AGENT][NEUTRAL] Alrighty and then is it
[CUSTOMER][NEUTRAL] 33[PII].
[AGENT][NEUTRAL] So 60[PII].
[AGENT][NEUTRAL] Hold on, is it street or Avenue?
[CUSTOMER][NEUTRAL] Uh, wait, Avenue, wait.
[CUSTOMER][NEGATIVE] Uh, I think they're all gone now. I don't know. I have to look at my driver's license. Oh boy, this is terrible.
[AGENT][NEUTRAL] OK, take your time. I think I added that, but um.
[CUSTOMER][NEUTRAL] Hold on, um, oh my gosh, it's Avenue No[PII]s the First Avenue.
[AGENT][NEUTRAL] No[PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] in the
[CUSTOMER][NEUTRAL] Very, uh, you mentioned that we had with 84[PII].
[AGENT][NEUTRAL] OK, 60[PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty hold on one moment, let me make sure that saves.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] 83[PII].
[AGENT][NEUTRAL] 32[PII].
[CUSTOMER][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] Uh, I'm having my computer load up right now just, uh, 2 minutes ago, so give me like 2 minutes and I should be.
[AGENT][NEUTRAL] All right, so it's saved in there and then let me take a look at the claim.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this is, so all it's asking, let me see who your primary is.
[CUSTOMER][NEGATIVE] I know that it would be in in 2 hours at max. I don't want to be there.
[AGENT][NEUTRAL] 23016.
[AGENT][NEUTRAL] OK, so your primary is Florida Blue. So they're just we're asking for the, the explanation of benefits from Florida Blue. So because we're 2nd.
[CUSTOMER][NEUTRAL] How do I
[AGENT][NEUTRAL] Um, we have to get that from them so we can see everything that was charged, everything you paid. So if we need to reimburse you, we can, if we need to pay to the provider, we can, or both. Um, so the member services number on the back of your Florida Blue card.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You would just give them a call and let them know that you need an explanation of benefits for date of service. Let me pull that up.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is Ja[PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then um they'll either email it to you, um, or they may, they may direct you to the portal because they usually have it on the patient portal, your copies of your explanation of benefits. But either way, um, we just need that copy and then you can upload it to the online service center or however you usually send your faxes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK, so, OK, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, your claims.
[CUSTOMER][POSITIVE] OK, OK, yeah, yeah, yeah, no, no, you're good, you're good, OK.
[CUSTOMER][POSITIVE] OK, I can do that. All right, thank you very much. You were very, very helpful, OK?
[AGENT][POSITIVE] You're very welcome, In[PII]Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all I needed thank you.
[AGENT][POSITIVE] Alright, well, thanks for calling APO. You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No problem bye bye.
[AGENT][NEUTRAL] Bye bye.