AccountId: 011433970860
ContactId: a8f2778d-7173-46b6-b0e0-e1b2e7e547d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206369 ms
Total Talk Time (AGENT): 74295 ms
Total Talk Time (CUSTOMER): 130395 ms
Interruptions: 4
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/a8f2778d-7173-46b6-b0e0-e1b2e7e547d3_20250303T20:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, uh, my name's [PII] also.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] It's a good name. Uh, my name's [PII]. Um, I got a statement explanation of benefits from you guys today and I just wanna double check something. Um, I don't know, do I give you my policy number?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, it's um 02585874.
[AGENT][NEUTRAL] OK, and if you can verify your date of birth and email address.
[CUSTOMER][NEUTRAL] Sure it's [PII] and my email is oh I gotta remember which one I have on file with you guys um.
[AGENT][NEUTRAL] Actually, um, uh, let me, I don't, we don't have an email, so, um, verify your mailing address for me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, and what is the email address?
[CUSTOMER][NEUTRAL] Um, can I just, can I give you my.
[AGENT][NEUTRAL] Yes, because we don't have one.
[CUSTOMER][NEUTRAL] OK, OK, um, so it's [PII] which is [PII].
[CUSTOMER][NEUTRAL] Melissa, M E L I S S A.
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII], so that's [PII].
[AGENT][NEUTRAL] OK, I have that updated, and this is a claim for yourself or a dependent?
[CUSTOMER][NEUTRAL] It's for myself.
[AGENT][NEUTRAL] OK, it's only one claim out here is this the one,
[CUSTOMER][NEUTRAL] Yeah, I wanna double check on that.
[AGENT][NEUTRAL] Melbourne Regional Medical Center? OK. And what's the question do you have?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, was that paid directly to them?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so here's the thing is that they basically double billed then because they charged me $593 for the ultrasound and then turn around and then went ahead and ran it back through you guys.
[CUSTOMER][NEGATIVE] When that shouldn't have happened, they should have ran it through you guys and didn't bill me but they, they charged me $593 and they're not gonna refund me.
[CUSTOMER][NEUTRAL] So I gotta figure out how to how to fix this.
[AGENT][NEUTRAL] OK. Um, so you would just let them know? Right, OK, so you just let them know um that they have one of two choices. They can either get the money and give it to you, or when they get it, send it back to us with the note saying, please pay um insured, and then we can stop paying on the check and then reprocess the claim and issue the payment to you.
[CUSTOMER][NEUTRAL] They got paid twice.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got you and then uh I recently just had surgery, so that one will be coming through too. So do I just let them just file it? I mean, I haven't had to come out with anything out of pocket, so I'll just let them file that or should I file the claim myself?
[AGENT][NEUTRAL] Um, it's up to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If they're willing to file it, I'd let them file it but um.
[CUSTOMER][POSITIVE] I got you alright so I will call the hospital and get this this one straightened out.
[CUSTOMER][POSITIVE] Alright my dear thank you so much that's fine oh go ahead.
[AGENT][NEUTRAL] OK, let me give you, um, let me give you the check number, in case they wanna.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Act crazy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see, I think I got it. Is it 202-975-8?
[AGENT][NEUTRAL] I didn't have a better way to say that.
[AGENT][POSITIVE] OK, you got it then, yeah. You got the check number and everything. OK, good.
[CUSTOMER][POSITIVE] Yeah I do mhm.
[CUSTOMER][NEUTRAL] Yeah, OK, I'm gonna go ahead and call their billing department and get this straightened out.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, thank you so much appreciate your time thanks you too you too thanks bye bye.
[AGENT][POSITIVE] Mhm. Thank you for calling APL. You have a good day.
[AGENT][NEUTRAL] Bye.