AccountId: 011433970860
ContactId: 58162048-4821-4a2f-b76c-8665267fe0bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190309 ms
Total Talk Time (AGENT): 48913 ms
Total Talk Time (CUSTOMER): 90442 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/58162048-4821-4a2f-b76c-8665267fe0bf_20250529T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am. I just wanted to follow up on um an EOB we received for a patient on a medical claim.
[AGENT][NEUTRAL] OK, may I have your name please?
[CUSTOMER][NEUTRAL] Is [PII] last initial is [PII].
[AGENT][NEUTRAL] And you're the provider or the member.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] Thank you and may I please have a callback number?
[CUSTOMER][NEUTRAL] Area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] Is 0246.
[CUSTOMER][NEUTRAL] 223 6
[CUSTOMER][NEUTRAL] ML 8
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] You were calling in regards to the EOB that was received. May I have the date of service claim number or?
[AGENT][NEUTRAL] The billing charges as well.
[CUSTOMER][NEUTRAL] Uh yep.
[CUSTOMER][NEUTRAL] So claim number.
[CUSTOMER][NEUTRAL] 3600505
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that is for data server for 3 or 25.
[CUSTOMER][POSITIVE] Yep, that's correct.
[AGENT][NEUTRAL] OK, I did pull that claim up and how may I assist you on that?
[CUSTOMER][NEUTRAL] Yes ma'am, I just wanted to confirm, um, typically the collector is good about attaching the primary EOB when she sends out the paper claims. So I just wanted to confirm that that's correct or by chance are the benefits max for this patient for.
[AGENT][NEUTRAL] OK, so it's not showing that the benefit is max, it's showing that we're needing the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Weird that she didn't attach that.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And then am I able to fax that in to the [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK perfect so I will rebull it attaching um.
[CUSTOMER][NEUTRAL] Just attach the EOB with the primary, um, so the American Public Life EOB with the primary health insurance EOB.
[AGENT][NEUTRAL] Yes, that is all they were needing showing that the member has a deductible coinsurance or co-pay for that data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, I will, I just wanted to confirm I thank you for looking and I'll get that over to you.
[AGENT][POSITIVE] You're welcome and I do wanna thank you for calling American Public Life, [PII], have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye.