AccountId: 011433970860
ContactId: 5d9b0ffe-aae4-4eb5-8434-02de11a5f304
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220490 ms
Total Talk Time (AGENT): 68115 ms
Total Talk Time (CUSTOMER): 134370 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/5d9b0ffe-aae4-4eb5-8434-02de11a5f304_20250423T15:21_UTC.wav
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[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling from a provider's office. I have a, we have an uh payment that we received, but there's an offset on it that we do not have the details for.
[AGENT][NEUTRAL] OK, I can take a look at that client and get some clarification for you regarding that um, what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] so we are.
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you, um, do you have that policy number?
[CUSTOMER][NEUTRAL] OK, I.
[CUSTOMER][NEUTRAL] So we, I can give you, I guess it would be one of the patients that are on the check, but I don't have the policy number for the 46 cents because we're not sure what what that belongs to.
[AGENT][NEUTRAL] Oh, OK, um, do you maybe have that claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the we have a financial control number that might be the claim number. I'm not sure it kind of looks like a claim number.
[AGENT][NEUTRAL] Does it begin with a 3?
[CUSTOMER][NEUTRAL] It begins with a 03.
[AGENT][NEUTRAL] we could give that a try.
[CUSTOMER][NEUTRAL] OK, it's 032125714156.
[AGENT][NEUTRAL] OK, never mind that is a bit too long to be one of our claim numbers. OK, um, let's try this, uh, do you have um any of the members uh social?
[CUSTOMER][NEUTRAL] No, so all I'm looking at is literally the EOB for the payment of $7.07 but at the bottom it says uh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's an overpayment recovery so you're taking money back that was already paid but we don't know what account you're taking the money back from.
[CUSTOMER][NEUTRAL] Does that make sense? Because all we have is that number financial control number that was provided.
[AGENT][POSITIVE] Interesting.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, yeah, if you would, um, could you give me the spelling of the first and last name for the patient this was in regards to?
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] The EOB, the payment that's on the EOB is for a [PII] and then [PII] is her last name.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] P3 or U3.
[AGENT][NEUTRAL] Could you spell that last name again for me, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Yep, it's [PII]
[AGENT][NEUTRAL] OK, give me just a moment, let me try to find them.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I do not have anyone with that name in our system. Um, does it say it's from American Public Life?
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] Um, no, actually it says American Enterprise Group. Is that not who this is?
[AGENT][NEUTRAL] No, this is APL American Public Life.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's probably why they couldn't find it because they gave me this phone number and said that they couldn't get it, so.
[AGENT][NEUTRAL] I see it's, it happens a lot. There's a lot of companies that sound the same, so.
[CUSTOMER][POSITIVE] All righty. Well, thank you.
[AGENT][POSITIVE] Of course have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.