AccountId: 011433970860
ContactId: 89b40592-76cd-4155-bb28-a7c7802b7e39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 368950 ms
Total Talk Time (AGENT): 103576 ms
Total Talk Time (CUSTOMER): 159696 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/89b40592-76cd-4155-bb28-a7c7802b7e39_20250211T14:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII], my name is [PII]. I'm calling from a provider's office. I just need to, um.
[CUSTOMER][NEUTRAL] I guess I, I have a question in regards to a payment we received.
[AGENT][NEUTRAL] OK, I can verify claim status for you and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Um, let me see, the policy number I have is 02571217.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me pull up the account right.
[CUSTOMER][NEUTRAL] Hold on one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, the name of the patient is [PII] [PII].
[AGENT][NEUTRAL] OK, and you say you're calling about a payment that was received. Um, do you happen to have a claim number or the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let me see, I, I do have the claim number it's 355.
[CUSTOMER][NEUTRAL] 8289.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, it looks like for our data service [PII] of this year and we paid $50.
[CUSTOMER][NEUTRAL] OK, can you tell me whether there 2 payments that were issued? Because I got 2 checks and they have the same check number.
[AGENT][NEUTRAL] Oh, OK. If there's a duplicate check, let me see because I know that.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEGATIVE] Of course it doesn't wanna work.
[AGENT][NEUTRAL] Um, I think with a double check, um, you would just, you can submit it to us, just write void on the other check or throw it away. Um, I think there was an error and it printed out twice, ma'am.
[CUSTOMER][NEUTRAL] OK, we're probably just gonna shred it.
[CUSTOMER][NEUTRAL] OK, alright, yeah.
[AGENT][NEUTRAL] You say you just thinking about, yeah, can you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah I can hear you.
[AGENT][NEUTRAL] OK. And you said that you was gonna send it back? I'm sorry, I didn't hear you.
[CUSTOMER][NEGATIVE] No, I'm just going to void it.
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'm gonna avoid it um, I do have one other thing, um, so when I go I guess I need the website because I need to see more details right on the I can get more details on the website of the payment.
[AGENT][NEUTRAL] Uh, you can check claim status and view the EOB.
[CUSTOMER][NEUTRAL] Yeah, that's what I need because it looks like a 19 0 it's only one payment it's only one charge, never mind, never mind, well wait, um.
[CUSTOMER][NEUTRAL] So can you, I guess go over this real quick with me so it looks like they paid within this check, the maximum benefit amount so they only allow $50 this policy for um this visit, is that correct? Is there an adjustment, a contractual adjustment?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, so the remaining would go to the patient.
[AGENT][NEUTRAL] Uh, we can't give patient responsibility. We can only verify how the claim was processed and for an office visit, that's just the max benefit payable, it's just $50.
[CUSTOMER][NEUTRAL] OK, can you tell me what's the name of the website? I tried to get on it yesterday and it, it were there issues with it yesterday? It kinda aired me out.
[AGENT][NEUTRAL] Uh, not that I'm aware of, uh, but it says [PII].
[CUSTOMER][NEUTRAL] OK, and it's
[CUSTOMER][NEUTRAL] OK, let me try right now while I have you on the phone.
[CUSTOMER][NEUTRAL] Want to go right through
[CUSTOMER][NEGATIVE] I know I signed up for the website. It's always, you know, [PII]'s law, um, I know I signed up for the website, so I, yeah, it's just kind of like stuck.
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Does it give an error message?
[CUSTOMER][NEUTRAL] No, it kind of looks like it's thinking and then it has like a red stop sign um yesterday it did this.
[CUSTOMER][NEUTRAL] I'm, I have my log in everything's in there and I hit.
[CUSTOMER][NEGATIVE] Uh, it says oops, there has been an error. Looks like we're experiencing technical difficulties.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, I, I, I don't know. OK, well, I will, um, try later then I'm not sure what happened. OK, alright, well, and then can I get your name?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] All right, got it. OK then I will um.
[CUSTOMER][POSITIVE] Um, I will void this out and just throw it because I already deposited one of them, but OK, awesome, thank you so much for your help.
[AGENT][POSITIVE] Oh yes, ma'am, and thank you for calling APL M. [PII]. Have a great day.
[CUSTOMER][POSITIVE] Oh all right thanks you too OK bye bye.
[AGENT][NEUTRAL] Bye.