AccountId: 011433970860
ContactId: a9b6ec26-9308-4558-98bb-ce4e931aa279
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168179 ms
Total Talk Time (AGENT): 45599 ms
Total Talk Time (CUSTOMER): 62131 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/a9b6ec26-9308-4558-98bb-ce4e931aa279_20250529T18:05_UTC.wav
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[AGENT][NEUTRAL] No, thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine, how are you?
[CUSTOMER][NEUTRAL] Doing good thank you. I've got a member on the line uh calling regarding a midlink claim that she made. Um, let me know when you're ready I can give you that info. She wants to review what was submitted to us.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] That is 2556537.
[AGENT][NEUTRAL] On a gasoline solar.
[CUSTOMER][NEUTRAL] Yes, uh, and she's calling regarding just the most recent claim looks like it just finished today.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You didn't give any benefit amounts, did you?
[CUSTOMER][NEUTRAL] What do you mean?
[AGENT][NEUTRAL] Did you give the amount of the check?
[CUSTOMER][NEUTRAL] No, so, well, she did want to just like an update, um, so I don't know if is it still processing?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's in final processing, so, um, since, uh, yeah, the check won't print until tonight, but in case if there's any changes for some reason by the examiner, we don't wanna give an amount. I would just let them know that it's in final processing.
[CUSTOMER][NEUTRAL] So it's not then?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] What was the question?
[CUSTOMER][NEUTRAL] Not for the amount exactly, but the, yeah, so the procedure code the 70547 um stating that it doesn't have the primary EOB um or that we need the primary EOB for it um and she was under the impression that it had all of that information on what she submitted so she wanted to just review what was submitted.
[AGENT][NEUTRAL] OK, let me pull it up here, let me take a look.
[AGENT][NEUTRAL] OK, so based off the EOB for that particular charge.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Nothing was applied towards their deductible co-pay coinsurance, so nothing is payable.
[CUSTOMER][NEUTRAL] For that specific procedure, that's interesting. OK.
[AGENT][NEGATIVE] And nothing was paid by their primary.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, OK, I'll explain that to her. I appreciate you looking thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] Alright thanks bye bye.
[AGENT][NEUTRAL] Bye.