AccountId: 011433970860
ContactId: 6e56bda7-53ca-47c4-b3ff-a2fdec8d4a79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183149 ms
Total Talk Time (AGENT): 84216 ms
Total Talk Time (CUSTOMER): 38079 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/6e56bda7-53ca-47c4-b3ff-a2fdec8d4a79_20250311T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII], and I'm trying to find out if a primary EOB has been received for a claim to be reprocessed.
[AGENT][NEUTRAL] Sure, OK, I can check to see if we received that EOV, um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] 02137731
[AGENT][NEUTRAL] All right. And then what was the name and date of birth for the insured, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that, [PII]. All right, let's see.
[AGENT][NEUTRAL] Uh, what was the date of service or the original claim, uh, that this primary EOB was for?
[CUSTOMER][NEUTRAL] Data service 9324.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let's see, um, was this for, is it, um, PH Urgent Care of South Carolina?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment, let me take a look here.
[AGENT][NEUTRAL] All right, it looks like we did, um, so I am showing this, uh, information that we received, uh, [PII]. um, does that sound right to you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for this claim we paid a benefit of $20 as it appears everything else listed was uh covered in in full by their primary.
[CUSTOMER][NEUTRAL] OK. And when did that pay?
[AGENT][NEUTRAL] Uh, let me check that.
[AGENT][NEUTRAL] That check was issued um [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If you'd like, I can send you this EOB, uh, that just show the updated claim number, uh, check number, all of that information.
[CUSTOMER][POSITIVE] That would be perfect.
[AGENT][NEUTRAL] OK, do you have a fax number?
[CUSTOMER][NEUTRAL] Yes, it's uh same as my phone number, [PII].
[AGENT][POSITIVE] OK, alrighty, I will get that sent to you. You should get it here uh within 10 to 15 minutes. Uh, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, that's it. Thank you.
[AGENT][POSITIVE] Alright, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.