AccountId: 011433970860
ContactId: a9dbc660-1160-47d3-b8e0-890f87b27774
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211169 ms
Total Talk Time (AGENT): 95729 ms
Total Talk Time (CUSTOMER): 127351 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/a9dbc660-1160-47d3-b8e0-890f87b27774_20250227T14:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, so, um, I received uh um an explanation of that, um.
[CUSTOMER][NEUTRAL] Something from y'all on my husband's account, an explanation of benefits. And I don't know if that's the one that I resent to y'all through the app, because she told me to put the claim number on it and something, oh, and diagnostic code, codes on it that I got from the doctor.
[AGENT][NEUTRAL] OK, I can check and see um what is the policy number? Let me have your name and a callback number as well just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, [PII] [PII].
[CUSTOMER][NEUTRAL] And the policy number is 023-212-17.
[CUSTOMER][NEGATIVE] And his name is [PII]. But the thing that's got me concerned is that it says total bill charges 49771 cents. I paid it and it was $34.71. I don't know. I didn't want y'all to send them a check or anything for that amount. That's why I was confused.
[AGENT][NEUTRAL] Oh, whenever they have that total charge on the, uh, explanation of benefits from any explanation of benefits that is before the discounts and all the informa or the payments they made, mhm.
[CUSTOMER][NEGATIVE] Oh, OK, OK, that's what threw me off. I said, gee, I don't want them to send in that because I already, you know.
[CUSTOMER][NEUTRAL] Cause she said this would go to my deductible because it's a $100 deductible.
[AGENT][NEUTRAL] Yes, yeah, I understand.
[AGENT][NEUTRAL] Mm, OK. OK. Um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Right.
[AGENT][NEUTRAL] And you receive the explanation of benefits from the primary insurance or you receive from us.
[CUSTOMER][NEUTRAL] From y'all, no, from y'all. I got, I got a letter in the mail and it says, and it was on the [PII], it said quest Diagnostics, and it's got remarks 12222222. I don't know what those means. It says deductible 0 ERD ERD ED 0 and paid 0. But um I already paid it, so that applies to my deductible.
[AGENT][NEUTRAL] OK, let me see exactly what we're needing to complete the claim because if we're needing the explanation of go ahead mhm.
[CUSTOMER][NEUTRAL] Well, I think y'all want
[CUSTOMER][NEUTRAL] Yeah, it was the explanation of benefits from the insurance company that I sent y'all. I believe that's what I sent y'all and then I sent y'all what Quest sent me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK. So, um, yeah, because I see that you send in some documents online that you uploaded on the [PII].
[AGENT][NEUTRAL] Um, and those are still in line to be processed, so those has, has not been processed yet. Um, I, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. OK. All right. OK.
[AGENT][NEUTRAL] Um, but we did receive them.
[CUSTOMER][NEGATIVE] Like I said, it just concerned me when I seen that amount and it said check date. I said, no, don't pay them that much, that wouldn't.
[AGENT][NEGATIVE] Oh no, no.
[CUSTOMER][NEUTRAL] So that's, that's mainly, that's mainly what I was calling about, so.
[AGENT][NEUTRAL] Oh, OK. No, there is no payments and uh the 49771 is just a total charge. That's before any discount, before any payments. So, um, yeah, it's just for your records, OK? Alright. You're welcome. You, you as well, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. OK. Well, I got my question answered then. OK. All right. Thank you. You have a wonderful day and God bless you, OK? All right, bye-bye.