AccountId: 011433970860
ContactId: 50d64fb0-a69f-48be-86c4-0d4dba7a2068
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744000 ms
Total Talk Time (AGENT): 217200 ms
Total Talk Time (CUSTOMER): 316436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/50d64fb0-a69f-48be-86c4-0d4dba7a2068_20250122T16:37_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] But it wasn't the actual bill. Let me see.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Yes, I had a question. I, I got a bill from a Laborp. I just kind of curious why I didn't get paid.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, what's your name, sir? OK.
[CUSTOMER][NEUTRAL] Uh my insurance.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Policy number 02351096.
[AGENT][NEUTRAL] OK, what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth and mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm showing a [PII].
[CUSTOMER][NEUTRAL] [PII]. I have a PO box too and a physical address.
[AGENT][NEUTRAL] So it says I'm showing [PII].
[CUSTOMER][NEGATIVE] No, that's not correct, that's it's [PII].
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is there something else, an apartment or something to that box?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] Just a post office in [PII].
[AGENT][NEUTRAL] Yeah. OK. What's the zip code there?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm gonna get that updated while I have you here on the phone and what's your email address of record?
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Mm looks like it'd be a work email address maybe.
[CUSTOMER][NEUTRAL] Working
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Uh, that would, that's an old email address [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. We can update it if you want.
[CUSTOMER][NEUTRAL] Yeah, that's, that's a
[CUSTOMER][POSITIVE] Yeah, yes please.
[AGENT][NEUTRAL] OK. Go ahead and give me that again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, gonna repeat that back. [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, let me get that updated.
[AGENT][NEUTRAL] And Green has an S on the end. It's greens.
[CUSTOMER][POSITIVE] Yes, it is greens right [PII], yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Alright, got that updated now let me get to your address real quick.
[AGENT][NEUTRAL] Update the address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Did they pay it? They, they're showing that they would have paid 224 14.
[CUSTOMER][NEUTRAL] Yeah, what, what date is that? [PII]. So there's only this is the discounted amount yeah that is yeah, this is what you saw is not a bill. I just realized.
[CUSTOMER][POSITIVE] Yeah you probably got something an explanation of benefits showing.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So she's probably gonna find this and she'll tell me about it. Maybe they haven't paid yet or maybe they've paid it and then.
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] Do you work for a staffing agency?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that was a GE.
[AGENT][NEUTRAL] OK, and what is the um date of service of the lap charge?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] You're [PII]? OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And is it from LabCorp or Quest?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says LabCorp, uh, let's see, uh, invoice date it says 1, OK, that's invoice date. I think the services were [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It looks I've got a uh.
[CUSTOMER][NEUTRAL] Uh, explanation of benefits that says this is not a bill.
[AGENT][NEUTRAL] Mhm, from American Public Life.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Yeah, um, and then this shows the labcor building, uh, billing underneath and it looks like it was paid but they keep sending me, uh, messages for bills. Well this is the amount then oh patient responsibility.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So let's see what's going on here. It says the remark on the back of that that um explanation that you have.
[CUSTOMER][NEUTRAL] 021
[CUSTOMER][NEUTRAL] 20,160.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Yeah, it says patient responsibility 20,160, so I was just curious why this wasn't covered.
[AGENT][NEUTRAL] Do you
[AGENT][NEUTRAL] Do you have an explanation of benefits from American public life?
[CUSTOMER][POSITIVE] Yes we do yeah.
[AGENT][NEUTRAL] Uh, turn to the back. Is there a remark on the back of that?
[CUSTOMER][NEUTRAL] A remark, is there a remark there list?
[AGENT][NEUTRAL] Like a description of why it wasn't uh covered?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, we're looking at that now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reason paid in court to defend and is not AC preventive service.
[CUSTOMER][NEUTRAL] But maybe we just send an A.
[CUSTOMER][NEUTRAL] So this is not an ACA preventive service, it says a, but may be reimbursable under the APL product.
[CUSTOMER][NEUTRAL] Reason code 3007.
[AGENT][NEUTRAL] What's the name, what's the claim number on the ELB that you're looking at? That doesn't sound like our remark code.
[CUSTOMER][NEUTRAL] What's there I'm, I'm sorry, what is it again you're looking for?
[AGENT][NEUTRAL] The claim number claim number.
[CUSTOMER][NEUTRAL] Claim claim number OK hold on.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, for the lab corp.
[CUSTOMER][NEUTRAL] Uh, the claim number is 2, 2024 11081439.
[AGENT][NEUTRAL] OK, so that ELB came from some another company. I don't believe it would say APL or American Public Life. Does it say?
[AGENT][NEUTRAL] Um, 90 degrees or um.
[AGENT][NEUTRAL] IMA on it.
[CUSTOMER][NEUTRAL] Yeah, 90 degree benefits. This, this letter is from 9090 degree benefits.
[AGENT][NEUTRAL] OK, there are the
[AGENT][NEUTRAL] OK, and so that's that so they process the claim, not American public life.
[CUSTOMER][POSITIVE] OK, I'm sorry.
[AGENT][NEUTRAL] Yeah and so they're at a different um phone number if you wanna discuss that claim I can get you transferred over if you would like.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, and for your, just so you would have it, their phone number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Actually it's written on here I can see it for for customer service calls yeah I just, uh, so technically I'm not with APL anymore because this is um actually Cobra now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] Yeah, was the, OK, OK, so you are, when did you, when were you effective on Cobra?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I think in, uh, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] End of [PII].
[AGENT][NEUTRAL] Of [PII]
[CUSTOMER][NEUTRAL] No, I'm [PII].
[AGENT][NEUTRAL] OK. The, the lab that you had, was it for wellness?
[CUSTOMER][NEUTRAL] Yeah, 24
[CUSTOMER][NEUTRAL] Uh, for wellness.
[AGENT][NEUTRAL] Like when you go for your, your wellness exams, they usually do your lab workup.
[CUSTOMER][NEUTRAL] No, it was for a PSA test.
[AGENT][NEUTRAL] OK, so that's yeah, that's considered preventive for wellness.
[CUSTOMER][NEUTRAL] Prostate
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] And so, um, 90 degrees process that claiming and they could better assist you with this, you know, going over that ELB that you have.
[CUSTOMER][POSITIVE] Mhm OK then alright then I'll give them a call.
[AGENT][NEUTRAL] OK. Would you like for me to transfer you?
[CUSTOMER][NEUTRAL] Well, sure, yeah, that's fine.
[AGENT][NEUTRAL] OK, give, give me one moment and any other questions, [PII], before we get you transferred?
[CUSTOMER][POSITIVE] No, that's that's good, thank you.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day and one moment.
[CUSTOMER][POSITIVE] Thank you for calling 90 Degree Benefits. All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] 90 Benefits, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Good. I have an insured on the phone. Um, his name is [PII].
[AGENT][NEUTRAL] And um he's wanting to go over a claim that was processed. It's that 2 number that's about 30 digits long.
[CUSTOMER][NEUTRAL] OK, what, uh, do you have a good callback number for him?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Um, I have [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And I'm ready for him whenever you want to send him over.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, thank you. Here we come. You too. Bye-bye.
[CUSTOMER][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thanks.