AccountId: 011433970860
ContactId: 8e4c08fd-e303-411f-acd7-9ea0ad6945b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290959 ms
Total Talk Time (AGENT): 150496 ms
Total Talk Time (CUSTOMER): 83752 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/8e4c08fd-e303-411f-acd7-9ea0ad6945b5_20250211T20:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I wanted to see if you could give me an update on outstanding claims.
[AGENT][NEUTRAL] Sure, I could check on some plans for you. uh, what was your name?
[CUSTOMER][NEUTRAL] [PII], it's [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the last name starts with [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. And [PII], is this for your individual policy or are you with a provider?
[CUSTOMER][NEUTRAL] No, it's my policy. I'm no longer covered, but it's for during my coverage period.
[AGENT][NEUTRAL] OK, sure. Do you have the policy number?
[CUSTOMER][NEUTRAL] Mm, let's see, policy number 02455103.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, thank you for verifying that. All right, let's see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said there were a few claims we needed to look at?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I give insurance for you, um,
[CUSTOMER][NEUTRAL] APL insurance to one of my um providers for Northside Hospital for 2 bills, well, quite a few bills, but there's 2 in question. One, I got an EOB yesterday that was paid.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But I don't know, I was curious on the status of the other two.
[AGENT][NEUTRAL] Gotcha. OK. And they are all from Northside Hospital, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and these claims are for you, correct? or were any for [PII]?
[CUSTOMER][POSITIVE] Yes, no, they're for me.
[AGENT][NEUTRAL] OK, alright, let's take a look. So I do see 3, bear with me just a moment.
[AGENT][NEUTRAL] So Northside Radilogy Associates, we did pay this benefit that was $197.49.
[AGENT][NEUTRAL] See the other one.
[CUSTOMER][NEUTRAL] Yeah, I got that EOB.
[AGENT][NEUTRAL] OK, and there was another one, Northside Forsyth, um, we paid this benefit, that's, uh, that was $250.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me check this last one.
[AGENT][NEUTRAL] That's also Northside Radilogy Associates. Give me just a moment.
[AGENT][NEUTRAL] OK, this one is stating that it's a duplicate, so let me check that.
[AGENT][NEUTRAL] It kind of look like this other one so they might have accidentally sent that to.
[AGENT][NEUTRAL] OK, yeah, so that was the same claim, um, I think they accidentally sent that to us twice that was the one that we paid the 19749 for.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So those were the only two that we've gotten recently. The only claim we got prior to that was going to be from uh [PII], but it's possible we've not received it yet, um, as this last one we just received it [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yeah, that was the last one we got prior to.
[CUSTOMER][NEUTRAL] Did you say [PII]?
[AGENT][NEUTRAL] Yeah, that was the last one we got prior to these other ones.
[CUSTOMER][NEUTRAL] What was the amount of that one?
[AGENT][NEUTRAL] Oh, let's take a look.
[AGENT][NEUTRAL] That was for uh from Greater Atlanta Anesthesia. That benefit we paid that was $339 or excuse me, $333.90.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK. All right. Well, I'll call the hospital.
[AGENT][NEUTRAL] So they do seem to be a bit recent so they might still be in the process of sending that information to us or even just processing the ones that we did claim or that we did pay.
[AGENT][NEUTRAL] And since they were so recent as well um because the last check that we actually issued was [PII], so it's possible they've not even received it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, thank you so much.
[AGENT][NEUTRAL] Yeah, of course, was, did you have any other questions for me?
[CUSTOMER][NEGATIVE] I don't think so thanks.
[AGENT][POSITIVE] OK, yeah thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yes