AccountId: 011433970860
ContactId: 53d732d1-7e3e-4361-8eb3-0b4ebeb90051
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302989 ms
Total Talk Time (AGENT): 118180 ms
Total Talk Time (CUSTOMER): 89397 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/53d732d1-7e3e-4361-8eb3-0b4ebeb90051_20250313T16:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][POSITIVE] Good morning.
[CUSTOMER][POSITIVE] Good morning. Hello?
[AGENT][NEUTRAL] Yes, ma'am. Can you hear me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, what was your name again?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling in regards to, I work for Retina Group of Florida, and we have a member where you guys overpaid and I just need to know where should I send the check.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK. Um, and Miss [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, the policy number, let me get it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 02592475
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Awesome. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. You said there was an overpayment of a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you happen to have that claim number or the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Um, the date of service is [PII].
[CUSTOMER][NEUTRAL] And the amount was.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] where
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] That was $13,222.
[AGENT][NEUTRAL] OK, and do you happen to have that benefit or the balance after primary?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the check number.
[AGENT][NEUTRAL] Uh, what's that check number?
[CUSTOMER][NEUTRAL] 18444445
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 8444.
[AGENT][NEUTRAL] For $25?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and give me a moment. I just wanted to look at the claim and so I can make sure I get good notes, see.
[AGENT][POSITIVE] 42. OK. Um, I'm sorry. Thank you so much for being patient with me. Uh, let me know when you're ready and I can give you that, um,
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, uh, mail address is [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm sorry, trying to make sure I get you right, [PII].
[CUSTOMER][NEUTRAL] Wait [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And that was [PII].
[AGENT][NEUTRAL] And what was
[AGENT][NEUTRAL] [PII]. Yes, ma'am. And what was the overpaid amount?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It was $25.
[AGENT][NEUTRAL] 0, 25, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did the primary go back and reprocess the claim?
[CUSTOMER][NEUTRAL] They have some
[CUSTOMER][NEUTRAL] Um, copay assistant.
[AGENT][NEUTRAL] OK, um, and I will also send in any kind of information or the reason why, uh, you're sending that overpayment since we just process according to the plan, but, um, well, Ms. [PII], is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you said that PO box is 248,950?
[AGENT][NEUTRAL] Correct, 248,950.
[CUSTOMER][NEUTRAL] And I just put American public life or attention somebody.
[AGENT][NEUTRAL] Uh, APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All righty.
[AGENT][POSITIVE] All right. Well, uh thank you for calling APL. You have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.