AccountId: 011433970860
ContactId: 8c91dff1-6648-4f60-b2e5-f3ca6309e3b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331100 ms
Total Talk Time (AGENT): 202620 ms
Total Talk Time (CUSTOMER): 147142 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/8c91dff1-6648-4f60-b2e5-f3ca6309e3b0_20250609T18:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, did you say your name was [PII]?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from University of Cincinnati physicians calling to see if you can fax or email me an EOB. I see where one of my coworkers called in December, but she never got an EOB, so I need to bill this patient, but I need to get an EOB.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, I can get that EOB sent to you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is D454-01458.
[AGENT][NEUTRAL] OK, so that is actually not one of our policy numbers, [PII], that is through, uh, they're called 90 degree Benefits, um, so do you have the claim number? I can see if it might be for us or for them.
[CUSTOMER][NEUTRAL] Uh, yes, bear with me here, claim number 352.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7142.
[AGENT][NEUTRAL] OK, that is definitely one of our claim numbers. Give me just a moment. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] According to the notes she called.
[CUSTOMER][NEUTRAL] Yeah, I was gonna say it says she called 90 Degree Benefits and was told she needed to call American Public Life, and then she spoke with [PII], but that was in December so I'm trying to.
[AGENT][NEUTRAL] Right, um, and
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] No worries, um, that's perfectly fine and as this is part of a multi plan it can get very confusing, um, but they do have a separate policy number with us, um, really quick, uh, what was the name and date of birth for this member please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Her name is [PII], uh, [PII].
[AGENT][NEUTRAL] Perfect, thank you. OK, and I'm getting this EOB pulled up. Did you want me to go ahead and give you that correct policy number that they have with us?
[CUSTOMER][NEUTRAL] Um, sure, then I can update the records here.
[AGENT][NEUTRAL] OK, let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, that is 0248.
[AGENT][NEUTRAL] 4211.
[CUSTOMER][NEUTRAL] OK, so this is the current ID.
[AGENT][NEUTRAL] That is uh their policy number with American Public Life, the one that you gave me is through 90 degree benefits.
[CUSTOMER][NEGATIVE] Not the one I get.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I like, I am so confused. So does she have two policies? One? I'm, I'm lost here. OK, so.
[AGENT][NEUTRAL] It is it is very confusing yes um well again it's a multi plan so it's possible that this is just really the ones that usually get mixed up the most um but I believe with the multi plan they have you know several different policies under several different uh carriers so there's usually quite a bit of confusion regarding that OK um so what was that? I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK, so the, so if the patient, so if the patient went to the, so the patient went to the doctor, should I bill this number you gave me, or should I bill the benefits, the 90 degree because I don't know who you know registration entered this information and I'm the clean up person so I have to figure out what we need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] No worries, yes, and trust me it is uh always so hard um explaining this, especially to the members themselves because most of the time they're not even aware. OK, so I do see that this was for a diagnostic service is that right? What they were actually seeing for?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You know what, let me look at it because sometimes I don't even look.
[AGENT][POSITIVE] Sure, no worries, um.
[CUSTOMER][NEUTRAL] OK, yes, it is. It's a MRI MRI of the brain.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] So, um, I hate to add to the confusion, [PII], but I will say I'm not 100% what other benefits they might have through 90 Degree. To my knowledge, that's going to be more along the lines of um wellness benefits, whereas this is the, um, this is a hospital indemnity medical plan. So it's going to be, you know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, so hospital.
[AGENT][NEUTRAL] Yes, yes, so it's definitely possible you can reach out to them if you'd like uh to see if that's a coverage that they might offer, um, but as with us you know it's, it is a benefit that we offer but according to these notes, um, she had already met the maximum amount for the calendar year for diagnostic services.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um, can you fax me the EOB and then what I'll do is I'll just bill her so she can, you know.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Sort it out
[AGENT][NEUTRAL] Um, alrighty, what was.
[CUSTOMER][POSITIVE] Yeah, she can pay well she's responsible for it.
[AGENT][NEUTRAL] Sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Alright, I'm going to read that back to make sure I heard that correctly. That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will go ahead and get that sent now. Uh, you should get it within about 10 minutes or so. Uh, was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Um, can you put [PII] on that attention [PII] if that's not a problem. There's 3 of us here, so that'll make it easier on the receptionist.
[AGENT][POSITIVE] Of course, yeah, definitely.
[AGENT][POSITIVE] Oh yeah, definitely, yes for sure OK I will put that as the attention.
[CUSTOMER][NEUTRAL] OK, and is there a reference number for the call?
[AGENT][NEUTRAL] Uh, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much [PII]. You have a great day take care.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye bye.