AccountId: 011433970860
ContactId: 74ec4946-d442-4e72-b01b-16401c85b6cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542219 ms
Total Talk Time (AGENT): 124060 ms
Total Talk Time (CUSTOMER): 329925 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/74ec4946-d442-4e72-b01b-16401c85b6cb_20250121T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi [PII], um, I just want to um check that a payment was made on a bill. um, can I, can I give you my, um, uh, account number?
[AGENT][NEUTRAL] May I have your policy number?
[CUSTOMER][NEUTRAL] OK, that's 021-98427.
[AGENT][NEUTRAL] May I have your first name, last name, and a good callback number?
[CUSTOMER][NEUTRAL] I mean, yes.
[CUSTOMER][NEUTRAL] Yes, of course, [PII] and uh [PII].
[AGENT][NEUTRAL] Can you verify your date of birth, mailing address, and email, please?
[CUSTOMER][NEUTRAL] Date of birth is [PII]. Um, mailing address is [PII] and email is [PII]. 0, that's enough.
[AGENT][NEUTRAL] Thank you for verifying that. Thank you for verifying that information. And may I have the date of service?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um, yeah, I'm looking for that now. Um, oh my gosh, they send so many different papers here, um, date of service, date of service date of service.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, cardiac electro something something, um, account number.
[CUSTOMER][NEUTRAL] Oh Lord.
[CUSTOMER][NEUTRAL] Uh, I'm trying to find the date of birth on your paperwork here, um.
[CUSTOMER][NEUTRAL] I see a $500 payment and it says commercial second occurrence, so I'm not sure if that's you guys and that's what I'm trying to figure out, um, let me see, it doesn't say.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Oh, date of service here it is, thank God, [PII].
[AGENT][NEUTRAL] OK, let me get this pulled up.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, let's see, there are several on this data service. Who is the provider?
[CUSTOMER][NEUTRAL] I think it's Northwest Medical Center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me try this one.
[AGENT][NEUTRAL] OK, this is Northwest Hospital on [PII], an outpatient.
[CUSTOMER][NEUTRAL] Yes, I think that's, that's it, um, was the, uh, original, uh, total amount 6,344 or something like that?
[AGENT][NEUTRAL] This one is showing.
[CUSTOMER][NEUTRAL] It was for an anesthetic cardiac, um, it was actually uh an ablation. It was a uh a cardiac procedure.
[AGENT][NEUTRAL] OK, this one is
[CUSTOMER][NEUTRAL] It was anesthesia for the procedure?
[AGENT][NEUTRAL] OK, this one is showing the facility. Let me go back over here.
[AGENT][NEUTRAL] Uh, there is one for anesthesia. Let me get that one pulled up.
[CUSTOMER][NEUTRAL] OK, yeah, I got that one.
[AGENT][NEUTRAL] OK, this one processed under claim number 3,456,810. It paid a benefit amount of $500 to Sheridan Health Corp Inc.
[CUSTOMER][NEUTRAL] Sheridan's health.
[CUSTOMER][NEUTRAL] Corp Inc. OK. And I'm sorry, can you, um, can you give me that um number again?
[AGENT][NEUTRAL] Yes, it's 3,456,810.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And this is a claim number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because, um, would it come up as commercial second occurrence, is that what it comes up to?
[AGENT][NEUTRAL] Let me pull up this EOB and see what it indicates.
[CUSTOMER][NEUTRAL] Because I don't see, yeah, I don't see Sheridan anywhere on here. Let me see if it sends it over here. Uh, everything here says HCA Florida Northwest Hospital.
[CUSTOMER][NEUTRAL] Um, date of service [PII], but it's for anesthesia.
[CUSTOMER][NEUTRAL] So is that what the uh claim you just gave me for? Oh wait a minute, I found it. I found it. Sheridan Healthorp. OK, thank God. OK, I found it.
[CUSTOMER][NEUTRAL] Oh God, these things are so complicated. OK, [PII], you're the best, and I just wanna, I just wanted to confirm this because I'm trying to get all these, I have a lot of medical issues and I'm trying to keep up with who's paid what and what I owe, so I wanna make sure what they say I owe is what I owe if that makes any sense.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so because I spoke to my, my medical insurance Cigna, and they gave me the rundown, but when I saw this 500 payment, I said I bet you this is American Public Life. OK, so we know that this is done. OK, alright, I got that one, hold on one second, I think I might have another one,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alright, so this one is this one is good. OK, I have another one that I'd like to find out if anything was paid toward it. um, this is, uh.
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] Uh, date.
[CUSTOMER][NEUTRAL] Um, and this, this was?
[CUSTOMER][NEUTRAL] This is I paid my copay on this, OK, um, the first one.
[CUSTOMER][NEUTRAL] It's the same account.
[CUSTOMER][NEUTRAL] Yes, OK, so the date of service is [PII].
[CUSTOMER][NEUTRAL] And the charges were 3,159.
[CUSTOMER][NEUTRAL] And 99 cents, I guess my insurance paid insurance payment primary insurance adjustment. I don't see anything paid on this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This was for [PII], and this is for Doctor [PII].
[AGENT][NEUTRAL] OK, so on this one, it processed under claim number 3,462,920.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] And the outpatient max was met for 12/14, so no benefits were payable on this one.
[CUSTOMER][NEUTRAL] OK, so it's 500 per day, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And they process them, the first one in gets the benefit.
[CUSTOMER][NEUTRAL] Right, right, OK, I'm, I'm learning, I'm learning. It's only been a few years since I had this account and I'm still learning about it. OK, so this is 190, and then, um, 11824, and this was September. OK, OK, so this one, this one is good and this let me just put here per [PII] and this is what day today [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I can't believe it's [PII]. 0.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, not [PII], [PII], sorry.
[CUSTOMER][NEUTRAL] Got it. OK, and then I have one more and this one is for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, no, you know what?
[CUSTOMER][NEUTRAL] I don't think, was, was I covered with your policy in [PII]?
[AGENT][NEUTRAL] Let me get that pulled up.
[CUSTOMER][NEUTRAL] Because I know that we, we stopped um and then we, we connected again with your company uh from my employer.
[AGENT][NEUTRAL] So it looks like you were eligible from [PII], and then you came back in [PII]. So, [PII], you were not.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no APL coverage.
[CUSTOMER][NEUTRAL] For [PII], OK.
[CUSTOMER][POSITIVE] OK, alright, so this is good. [PII], thank you so much. I appreciate your help. You're the best. Thank you. Have a great day.
[AGENT][POSITIVE] You are so welcome and thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Thank you too bye bye.