AccountId: 011433970860
ContactId: 52bb0412-7741-4726-a10b-01873287073d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363559 ms
Total Talk Time (AGENT): 143406 ms
Total Talk Time (CUSTOMER): 228608 ms
Interruptions: 6
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/52bb0412-7741-4726-a10b-01873287073d_20250605T14:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have a couple questions um I have received a couple text messages or emails stating that I have um a new claim that's been paid and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] To look at it online, you guys have changed your website and I have been over and over and over trying to find my EOB and I cannot find it.
[AGENT][NEUTRAL] OK, let me take a look at that for you. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Do you want my last name?
[AGENT][NEUTRAL] I don't need your last name. I'll verify when I get your policy pulled up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My cell phone, my cell phone's [PII].
[AGENT][NEUTRAL] [PII]. Thank you, [PII]. And what is your policy number with us?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I don't even know. let me see if I can find that out here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Gonna be the outpatient. OK, go ahead.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] I got it. I got it. Policy number 244-0284.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm hitting the same link that I always hit on my um HR portal at work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Let me see because there was some issues with the portal I know that they were still working on. OK, let me finish verifying your policy uh last name, um, and mailing address please.
[CUSTOMER][NEUTRAL] I was just wondering if it was in the timeline where.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Last name is [PII] Mailing address is [PII].
[AGENT][NEUTRAL] OK. And your date of birth, I'm sorry.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you so much for verifying your information. And so you're calling trying to see.
[CUSTOMER][NEUTRAL] Do you know what? It just popped up. It's is, are they doing, yeah, are they doing something?
[AGENT][NEUTRAL] Oh, did it?
[AGENT][NEUTRAL] I know they've been in the, I'm not sure about now. I know we did get a message yesterday that they had some kinks that they were still working out. I guess some people were still having issues, so they are probably still trying to get it perfected and, you know, get everything taken care of. Did you want, did you have any questions that I maybe can answer about a particular claim? What is the claim number?
[CUSTOMER][NEUTRAL] Actively to the portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I do I do have a couple um it's not stating why they're not paid so I don't know why they're not paid.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] On the portal it just says amount paid 0 on some of them so I'm like yeah.
[AGENT][NEUTRAL] OK, let's, uh, let me get um let me get a data service or a particular claim number and I can take a look at those specifically.
[CUSTOMER][NEGATIVE] OK, and there's not even a date of service on them it's date received.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] These are just yeah.
[CUSTOMER][NEUTRAL] I've never seen the OBs like these before, yeah, so.
[AGENT][NEUTRAL] OK. Let me see. So, what, can you give me one claim number?
[CUSTOMER][NEUTRAL] And it's under claims, not even EOBs. Um, first claim number looks like it was paid. Second claim number is 3.
[CUSTOMER][NEGATIVE] 400334. Now this one's all the way back processed January, so they're not even in order and they're not even all on here.
[AGENT][NEUTRAL] 340.
[CUSTOMER][NEUTRAL] Yeah, these aren't events.
[CUSTOMER][NEUTRAL] An order.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] So, I don't even know which one they just emailed me about.
[AGENT][NEUTRAL] And what is that claim number one more time?
[CUSTOMER][NEGATIVE] And now it just popped up refreshing, downloaded oh no download documents. This claim number was from a long time ago and it says paid zero, not a long time ago, [PII], 3400334.
[AGENT][NEUTRAL] 3400334.
[CUSTOMER][NEUTRAL] And you have to download it to be able to see anything, so that's what it is. So.
[AGENT][NEUTRAL] OK, so it looks like this particular claim is from for a data service of [PII], and this was processed in [PII].
[CUSTOMER][NEUTRAL] What is your number for uh providers.
[CUSTOMER][NEUTRAL] OK. Now that's fine. So when it says
[AGENT][NEUTRAL] Oh, and this was the office visit.
[CUSTOMER][NEUTRAL] OK, and when it says earliest service date, that is actually the date of service.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] So, and then up in the corner, it just popped up download documents. So you have to be on a PC in order to see the EOB you can't be on your phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is that a message that you received? I'm not, I'm not sure about that. Um.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] OK, on my phone, on my phone, I get messages.
[AGENT][NEUTRAL] I thought you would still be able to see it on the phone.
[CUSTOMER][NEGATIVE] You can't download on your phone.
[AGENT][NEUTRAL] Oh no, I thought you were trying to pull the actual ELB up. I thought you were saying you wouldn't be able to uh pull it out.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And you have to, you have to download, you have to download it to pull it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so is your question about the service or the, the, the portal, um.
[CUSTOMER][NEUTRAL] It was at first about the service, it was first about the service, my questions I've answered since we've been talking because things just keep popping up on here so I guess it's something because I just never have used the new portal. I don't know but um yeah it's very, very confusing. OK, I've answered my own questions, but I thank you.
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes I do. OK.
[AGENT][POSITIVE] You're welcome. You have a wonderful day.
[CUSTOMER][NEUTRAL] I will just have to look at these on.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye