AccountId: 011433970860
ContactId: 555a90f4-ff11-472e-ae7b-77fa16186b2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262940 ms
Total Talk Time (AGENT): 75107 ms
Total Talk Time (CUSTOMER): 138518 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/555a90f4-ff11-472e-ae7b-77fa16186b2f_20250304T17:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Memorial Healthcare System. We received a check from you where you were paying on one of our patients, but there's no explanation of benefit attached to it. So I need some additional information, hoping you can help me.
[AGENT][NEUTRAL] Oh, OK. So you'll received a check but not the ELB?
[CUSTOMER][NEUTRAL] Right, and it's very unusual you guys to do that, but because I have several checks in the bash that I got, um, with, uh, the EOB attached, but this just this one does not have um information benefit attached to it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that is strange, Ms. [PII]. Do you happen to have a policy number or the check number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Wait, let's, I'm gonna go back to check. Hold on, I was doing something else while I was waiting on the phone. Hold on one second. Let me here to the one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] This one.
[CUSTOMER][NEUTRAL] Let me pull it up again.
[CUSTOMER][NEUTRAL] The check number 202-9393 0 no no I wasn't even in there.
[CUSTOMER][NEUTRAL] Chen number 20293993.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Let's see if it's something on the uh.
[CUSTOMER][NEUTRAL] Check because you see that all that information is on the EOB and that I don't have if I had a claim number I'll be able to pull it up in our system. I just have your information on the check.
[AGENT][NEUTRAL] What's the check number?
[CUSTOMER][NEUTRAL] I have a check number.
[CUSTOMER][NEUTRAL] It's 202-939-93.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Sure [PII].
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] And are you showing that check is for 300?
[CUSTOMER][NEUTRAL] Yeah, $300 even.
[AGENT][NEUTRAL] OK, and it's all like.
[CUSTOMER][NEUTRAL] 202-93993
[AGENT][NEUTRAL] Yeah, it looks like this was for Ms. [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you spell last name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] You have a hard number. It starts with HB 500 is a 10 digit could be 12 digit number.
[AGENT][NEUTRAL] Uh, see, HB 503-925-924201.
[CUSTOMER][NEUTRAL] OK, let me pull that up.
[CUSTOMER][NEUTRAL] One minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 35924001. OK, [PII]. I have a data service 125, 125 and the uh charges of 15,0866.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, it looks like we paid 300, which are benefit max for that date. And you say you need an EOB. What's your fax number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, can you send it to the PO box where you mail the, the, uh.
[CUSTOMER][NEUTRAL] The check
[AGENT][NEUTRAL] Sure, I can send a request to have it mailed.
[CUSTOMER][NEUTRAL] OK, can you, can you, can you email me? Can you email it to me?
[AGENT][NEUTRAL] What's the email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see. And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Oh no. Do you know when you're gonna uh send it to me by email?
[AGENT][NEUTRAL] In a few moments.
[CUSTOMER][POSITIVE] Oh great, thank you so much I appreciate it I'll attach it to the check that it's easier that way.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][POSITIVE] Uh, yes, ma'am. You too. Thank you for calling APL.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye.