AccountId: 011433970860
ContactId: 933d3a77-7d97-408b-a8aa-01100e087235
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216119 ms
Total Talk Time (AGENT): 81750 ms
Total Talk Time (CUSTOMER): 136201 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/933d3a77-7d97-408b-a8aa-01100e087235_20250616T18:15_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Good, what's your name again?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], hi [PII], my name is [PII]. I'm calling from Lexington Medical. You have to excuse me, I was trying to multitask while I was holding, so now I have to go file my claim.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] OK, I think this is it right here. OK, um, I'm calling from Leston Medical on behalf of, um, Leston Medical cardiovascular Center is looking for claim status. Well, not necessarily claim status, um, I just have a question. I ran into a discrepancy from, I don't know if it was posted wrong on our end or not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] So I'll let you help me out now. I gotta find what I did with the claim.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I have been multitasking, OK, so bear with me.
[AGENT][POSITIVE] No, no problem.
[AGENT][NEUTRAL] Yeah, if you.
[CUSTOMER][NEUTRAL] Did I print it out? Did I print it out? Go ahead, I'm sorry.
[AGENT][NEUTRAL] Yeah, if you have the claim number, no, I was just say if you have the claim number or the policy number, we can check either way.
[CUSTOMER][NEUTRAL] Yeah let me give you the policy number um 01673469.
[AGENT][NEUTRAL] OK. And then what is the insured's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] OK and then what's the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I'm not saying anything right today. I'm looking at it. I'm about to say February.
[CUSTOMER][POSITIVE] Happy Monday. Happy Monday.
[AGENT][NEUTRAL] Mhm, right. OK. And then what was the bill amount?
[CUSTOMER][NEUTRAL] Um, $166 even.
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] What happened was I think the, here it is the EOB online that's what the discrepancy was I see I've been doing so much.
[CUSTOMER][NEUTRAL] So I do have a claim number see I apologize.
[AGENT][NEUTRAL] That's OK. So yeah, it looks like we did get a claim for this. We just need the explanation of benefits from the primary where their secondary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because what confused me was the website, the EOB said a duplicate charge, and I was like, um, not seeing a do, but then one part of it's another thing that we have shows that it's needing the primary EOB so I was wondering I'm like, OK, which one do I do?
[AGENT][NEUTRAL] Yeah, no, it looks like it was, it was submitted more than once, but it looks like uh the original was just asking for the explanation of benefits, so, yeah.
[CUSTOMER][NEUTRAL] To get it all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ELB. OK, how simple is there a fax number or do you prefer it mailed or how do you, OK.
[AGENT][NEUTRAL] Yeah, no, I can give you the fax fax number is [PII].
[AGENT][NEUTRAL] [PII] 365.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Attention, would it be claims or?
[AGENT][NEUTRAL] Uh, just claims, uh huh.
[CUSTOMER][NEUTRAL] OK, alright, and do you have a reference number for me today, Ms here?
[AGENT][NEUTRAL] Absolutely. Call reference is gonna be my name with today's date. My name is [PII], that's [PII] initial to my last name is [PII], and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you so much I do appreciate your time.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][POSITIVE] Alright you too thanks bye bye.
[AGENT][NEUTRAL] Bye bye.