AccountId: 011433970860
ContactId: 7e05beda-d03c-48fc-9065-02f911f3e10c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186169 ms
Total Talk Time (AGENT): 66572 ms
Total Talk Time (CUSTOMER): 79924 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7e05beda-d03c-48fc-9065-02f911f3e10c_20250605T13:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, uh, my name is [PII]. I filed a claim, um, last year. However, I received a letter, um, this year regarding my claim. It pretty much explanation of benefits.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, I wanted to know if a check was made up because I see here they have a check date check number, um, but I never received a check. I'm not sure if this is a check to me or who the check was sent to.
[AGENT][NEUTRAL] OK. And Ms. [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Uh, my policy number is 02510708.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you ma'am give me one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] Date of birth [PII]. Address [PII] sorry [PII] phone number [PII].
[AGENT][NEUTRAL] And your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. Um, are you showing for claim number 3,587,320 on the EOB you received?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] See, it looks like it was paid to the provider Campbell Urgent Care for data service of 316 this year.
[CUSTOMER][NEUTRAL] Yeah, but I already had paid them when I went to the the copay.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They wouldn't see me without making a copay, so I pay them that.
[AGENT][NEUTRAL] Give me one
[CUSTOMER][NEUTRAL] 30 bucks.
[AGENT][NEUTRAL] Let's see one moment.
[AGENT][NEUTRAL] It looks like the claim we received was from the provider, and since they have benefits assigned, we have to pay the provider. So if you've already paid them, I would say to contact their office to show that we had paid and you've already paid, so you have to contact their office.
[CUSTOMER][NEGATIVE] Yeah, because that's gonna, yeah, that's a weird because they wouldn't see me up paying the copay, and I explained to them that I had gap insurance and they said, you know, I would have to submit a claim to get my $50 back from you guys.
[CUSTOMER][NEUTRAL] So, uh, yeah.
[AGENT][NEUTRAL] Well, they submitted the claim, yes ma'am.
[CUSTOMER][POSITIVE] OK alright no problem alright thank you.
[AGENT][POSITIVE] Uh, you're welcome and thank you for calling APO, Ms. [PII].
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright bye bye.