AccountId: 011433970860
ContactId: a6707a5a-f529-4aac-8d54-0598bc3ce0e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 318609 ms
Total Talk Time (AGENT): 102425 ms
Total Talk Time (CUSTOMER): 132337 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/a6707a5a-f529-4aac-8d54-0598bc3ce0e8_20250317T20:48_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, um, I was just trying to see if you could give me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] An EOB on one of my daughter's procedures, um, if I give you the date of service.
[AGENT][POSITIVE] Oh, sure. I'll be more than happy to help you with the explanation of benefits. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] My name is [PII] and the best number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 021 00475.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] Yeah, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And you said this is for a claim for your daughter?
[CUSTOMER][NEUTRAL] Yes ma'am, it was done [PII].
[AGENT][NEUTRAL] Um, which daughter?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] And what was the date of service? I'm sorry.
[CUSTOMER][NEUTRAL] Oh yes, um, it was [PII] or excuse me, [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And do you know what the total bill was for the claim? She has 2 for this data service.
[CUSTOMER][NEUTRAL] 2
[AGENT][NEUTRAL] Mhm. There's a um ER charge and then like a, like a actual treatment charge.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm da da da da da da da da.
[CUSTOMER][NEUTRAL] So I'm assuming the ER charge.
[AGENT][NEUTRAL] Oh, you want me to send you both?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] I mean, I'm, I'm looking at this breakdown of activity that they did on her and I'm like.
[CUSTOMER][NEUTRAL] There's laboratory, there's radiology, there's emergency room, there's.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] EKG there's all these different things broken out. So I'm like, I don't understand. I'm not a doctor.
[AGENT][NEUTRAL] Right, um,
[AGENT][NEUTRAL] Does it have a, like the total down at the bottom of it, the charges, or it's just the treatment? It just shows the treatment there?
[CUSTOMER][NEUTRAL] The total, the total was 4232.
[CUSTOMER][NEUTRAL] 42, 4,232.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Yep, here it is. Hold on one moment. Let me just make sure what was the second one?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, this is definitely it. The other one was $27. 1 moment.
[AGENT][NEUTRAL] OK. And did you want me to email this over to you or how would you like to receive it?
[CUSTOMER][POSITIVE] That would be wonderful. Um, do you have my email on file?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There isn't one, but I can add it.
[CUSTOMER][POSITIVE] Oh, that'd be great, yeah, so my email is [PII]
[CUSTOMER][POSITIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's my first initial, my name is [PII], [PII] last [PII] has [PII] [PII] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and, and after the [PII] sign it's, it's plural it's no apostrophe anything it's just [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, so I am sending this explanation of benefits over to you now. Did you want me to send it while we were on the phone together?
[CUSTOMER][POSITIVE] I trust you
[AGENT][POSITIVE] OK, um, I'll, I'm sending it to you now, so you should be receiving it in just a few minutes. And was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am. That was it.
[AGENT][POSITIVE] Alrighty. Well, thank you so much for calling APL Mr. [PII] Good. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Mhm. Take care bye bye.