AccountId: 011433970860
ContactId: 91e67336-0bfa-4f63-87cf-c4efe71ed91b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122599 ms
Total Talk Time (AGENT): 34908 ms
Total Talk Time (CUSTOMER): 73560 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/91e67336-0bfa-4f63-87cf-c4efe71ed91b_20250506T17:01_UTC.wav
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[AGENT][POSITIVE] Thank you for calling American Public Life. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. I am calling. I just wanted to find out um on the gap insurance, um, my husband just had an MRI and ultrasound, so I was gonna
[CUSTOMER][NEUTRAL] Um, put in for reimbursement. Now, when I called earlier, she said, what you needed for me to put in was a copy of the order, and she said the EOB, but the EOB takes a while to come. Now, when I was there at the appointment, they couldn't pull up an EOB but she could give me a receipt of what I paid, and on it it's on their letterhead and says, is that good enough, or do I need to wait for them to actually put it in and get the ERB?
[AGENT][NEUTRAL] would be that you could give me a receipt.
[AGENT][NEUTRAL] You would have to wait for them to put it into your primary and receive the explanation of benefits.
[CUSTOMER][NEUTRAL] OK, it's just, yeah, cause it takes, sometimes it takes a while for them to put it in, and that, you know, they actually didn't do, I had to actually pay with a debit, otherwise they charged you you a credit card. So, um, OK, so it could take a month or two before that EOB actually even shows up.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] All right, that is dependent on the provider and the time frame in which they file their claims, but uh uh that is something, that's part of the documentation that is needed to, um, yeah, I do.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I just want to check with the invoice from them showing what I've paid, but OK, so it's copy of the order and the actual EOB.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] You're welcome. Have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Aye.
[CUSTOMER][NEUTRAL] Sure, bye.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][POSITIVE] That's good.