AccountId: 011433970860
ContactId: 9532cf28-9fa3-4ea9-a671-0a445a21fcf3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271019 ms
Total Talk Time (AGENT): 107300 ms
Total Talk Time (CUSTOMER): 79690 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/9532cf28-9fa3-4ea9-a671-0a445a21fcf3_20250114T21:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Doctor [PII]'s office, and I'm actually calling for an explanation of benefits that I received on a patient, please.
[AGENT][NEUTRAL] OK, I can help you with your, your claim and EOB Ms. [PII]. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what is the patient's name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Um, her date of birth is [PII].
[AGENT][NEUTRAL] And her policy number please?
[CUSTOMER][NEUTRAL] So let's see here I have a reference number claim number.
[CUSTOMER][NEUTRAL] Uh, I have I, so I have, uh, that's from my previous insurance, hold on.
[CUSTOMER][NEUTRAL] Let me give you, do you want the subscribers social security number?
[AGENT][POSITIVE] Yes, that will pull it in for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me look it up real quick for us.
[CUSTOMER][NEUTRAL] I know that she no longer has this insurance, but she did have it while when she got her cleaning.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got Ms. [PII] pulled up. She is on her husband's policy.
[AGENT][NEUTRAL] If I'm not mistaken, let me look, yeah, that's her husband. um, can you please um give me the claim number?
[CUSTOMER][NEUTRAL] Sure, it's uh 354-678-0.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me pull up that claim.
[AGENT][NEUTRAL] OK, I've got the claim pulled up now and you said you had questions about the claim or you just need a copy of the EOB faxed to you?
[CUSTOMER][NEUTRAL] Well, I have the EOB, no, I have the EOB, but the reason, um, I wanted to know why it hadn't been paid.
[CUSTOMER][NEUTRAL] Because they're saying we're awaiting information to confirm eligibility for benefits in a card.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on real quick and I'm gonna put you on a.
[CUSTOMER][NEGATIVE] So I don't understand what that means.
[AGENT][NEUTRAL] Yes ma'am. Benefits in the card is um one of our sister companies. I'm gonna put you on a brief hold. I'm gonna check this claim for you and so I can come back with answers for you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, Miss [PII], I have um I have the claim pulled up and I show that we paid the claim on [PII].
[AGENT][NEUTRAL] Let me give you that check number and the amount.
[CUSTOMER][NEUTRAL] OK, so then it must be in the mail then.
[AGENT][NEUTRAL] Yes ma'am, it was just recently went out um the check number is 202.
[AGENT][NEUTRAL] 1831.
[AGENT][NEUTRAL] And the amount is $115.
[CUSTOMER][POSITIVE] OK perfect sounds good. Like I said, it just kind of threw me off a little bit so I'm like, oh OK well let me just call him and find out.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Perfect thank you very much appreciate your help.
[AGENT][NEUTRAL] OK, is there anything else that I can help you with?
[AGENT][POSITIVE] It's no problem, Miss [PII]. Thank you so much for calling.
[CUSTOMER][POSITIVE] I think we're good appreciate it.
[AGENT][POSITIVE] Thanks for calling APL you have a blessed day.
[CUSTOMER][POSITIVE] Hey, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.